Customer Support Specialist

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

📋 Description

• Address clients' inquiries regarding product functionality.

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

• Gain familiarity with the Optro platform to assist clients with product features and functionality.

• Work collaboratively with engineering and product teams to escalate issues as necessary.

• Gather client feedback to contribute to product enhancements.

• Utilize AI tools and internal resources to draft responses, summarize tickets, and pinpoint key client concerns.

• Analyze patterns in client feedback and suggest improvements to enhance the user experience.

⛳️ Requirements

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

• Must reside in Poland, ideally in Warsaw or Krakow (MANDATORY).

• At least 3 years of experience in SaaS / Tech Tier 1 Customer Support (MANDATORY).

• Availability to work the 9 AM – 6 PM BST shift (MANDATORY).

• Proven ability to diagnose and resolve technical issues with empathy and patience.

• Capability to clearly articulate complex technical concepts in both written and verbal formats.

• A strong curiosity and enthusiasm for technology; eagerness to learn and adapt.

• Exceptional interpersonal, verbal, and written communication abilities.

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

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

• Knowledge of Accounting & Audit is advantageous.

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

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

• Background checks will be conducted.

• Must be legally authorized to work in Poland.

🏝️ Benefits

• Monthly work-from-home allowance that varies by location.

• Benefits vary by location but include statutory coverage.

• Competitive salary along with a bonus program.

• Annual leave and holiday entitlements.

• Inclusion in employee resource groups.

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