Client Support Specialist – PT Hours

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

📋 Description

• Address inquiries from clients regarding product functionality.

• Offer technical troubleshooting assistance via email, live chat, and scheduled video sessions.

• Cultivate extensive knowledge of the Optro platform to articulate product features and functionalities.

• Work in conjunction with engineering and product teams to escalate any issues.

• Relay client feedback to facilitate product enhancements.

• Utilize AI tools and internal knowledge resources to compose responses, summarize tickets, and pinpoint critical client concerns.

• Recognize patterns in client feedback and suggest modifications to enhance the user experience.

⛳️ Requirements

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

• C1 / Advanced-High level of English proficiency is required.

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

• Ability to work from 9 AM to 6 PM PT Time shift is mandatory.

• Proven track record of diagnosing and resolving technical issues with empathy and patience.

• Capability to articulate complex technical concepts clearly both in writing and during calls.

• A strong interest in technology and a willingness to learn and adapt.

• Outstanding interpersonal, verbal, and written communication skills.

• Demonstrated success in managing cross-functional relationships with internal teams.

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

• Knowledge of accounting and auditing is advantageous.

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

• Proficiency in French at a C1 or Advanced level is a plus.

• Background check is required.

🏝️ Benefits

• Bonus potential available.

• Opportunity for remote work.

• Access to AI tools and internal knowledge bases.

• Benefits may vary based on eligibility and location.