Client Support Specialist, German Bilingual

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

📋 Description

• Address client inquiries regarding product functionality through email, live chat, and scheduled video sessions.

• Offer technical troubleshooting assistance and resolve client-related issues.

• Acquire knowledge of the Optro platform to guide clients on product features and functionality.

• Work in collaboration with engineering and product teams to escalate problems and relay client feedback.

• Utilize AI tools and internal resources to compose responses, summarize tickets, and pinpoint crucial client issues.

• Recognize patterns in client feedback and suggest enhancements to improve the user experience.

⛳️ Requirements

• C1 / Advanced-High proficiency in German and English (mandatory).

• Must reside in Poland, preferably in Warsaw or Krakow (required).

• At least 3 years of experience in Tier 1 customer support within the SaaS/technology sector (essential).

• Availability to work from 9 AM to 6 PM British Standard Time / BST (necessary).

• Demonstrated capability to diagnose and resolve technical issues.

• Outstanding interpersonal, verbal, and written communication skills.

• Proficient in building cross-functional relationships and driving issue resolution.

• Bachelor’s degree or equivalent combination of education and experience.

• Knowledge of accounting and auditing is advantageous.

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

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

• Background check is required.

• Must have legal authorization to work in Poland.

🏝️ Benefits

• Bonus opportunities available.

• Perks may vary depending on eligibility and location.