This is a fully remote position, open to applicants in Poland.

• Address client inquiries regarding product functionality.

• Deliver technical troubleshooting support through email, live chat, and scheduled video sessions.

• Familiarize yourself with the Optro platform to offer insights on product features and capabilities.

• Collaborate with engineering and product teams to escalate issues effectively.

• Gather client feedback to enhance product quality.

• Utilize AI tools and internal knowledge repositories to craft responses, summarize tickets, and pinpoint key client concerns.

• Detect trends in client feedback and suggest modifications to enhance user experience.

• Assist with Optro's AI-powered GRC Intelligence Platform aimed at enterprise clients.

• Must reside in Poland, preferably in Warsaw or Krakow.

• Advanced-High English proficiency (C1) is required.

• A minimum of 3 years of experience in SaaS/Tech Tier 1 Customer Support is essential.

• Availability to work the 9 AM – 6 PM PT shift is mandatory.

• Experience in a Tier 1 or comparable support position, ideally within a SaaS or technology context.

• Capability to diagnose and resolve technical issues with empathy and patience.

• Proficient in articulating complex technical concepts clearly in both written and verbal formats.

• Possess a curious mindset and a passion for technology, with a willingness to learn and adapt.

• Strong interpersonal, verbal, and written communication skills are essential.

• Proven ability to maintain cross-functional relationships with internal teams to facilitate issue resolution.

• A bachelor's degree or an equivalent combination of education and experience is required.

• Knowledge of Accounting & Audit is advantageous.

• Familiarity with helpdesk ticketing systems; experience with Zendesk is a plus.

• Proficiency in French at C1 or Advanced level is an advantage.

• Background checks will be conducted.

• Must possess legal authorization to work in Poland.

• Proficiency in German and English is necessary as per the application requirements for this position.

• Monthly work-from-home allowance, varying by location.

• Benefits may vary by location but include statutory coverage.

• Competitive salary and bonus program.

• Annual leave and recognized holidays.

• Access to employee resource groups.

• Opportunities for team-building and company-wide gatherings.

• Launch your career with one of the fastest-growing SaaS companies in North America and EMEA.

Client Support Specialist

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