Customer Support Specialist

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

📋 Description

• Address client inquiries regarding product functionality.

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

• Acquire knowledge of the Optro platform's features to provide effective assistance.

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

• Convey client feedback to facilitate product enhancements.

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

• Detect patterns in client feedback and propose modifications to enhance the user experience.

⛳️ Requirements

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

• C1 / Advanced-High English proficiency is essential.

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

• Must be available to work from 9 AM to 6 PM PT on weekdays.

• Demonstrated ability to diagnose and resolve technical problems with empathy and patience.

• Capable of clearly articulating complex technical concepts both in writing and during calls.

• Experience in a Tier 1 or similar support role, ideally for a SaaS or technology product.

• Self-motivated individual with a knack for quick analysis and troubleshooting.

• Exceptional interpersonal, verbal, and written communication skills.

• Ability to manage cross-functional relationships with internal teams to ensure issue resolution.

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

• Knowledge of accounting and auditing is an advantage.

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

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

• Must possess legal authorization to work in Poland.

• Background check is mandatory.

🏝️ Benefits

• Monthly work from home allowance, varying by location.

• Benefits are location-dependent but include statutory coverage.

• Competitive salary and bonus program.

• Paid annual leave and recognized holidays.

• Employee resource groups available.

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

• Background checks are required; qualified applicants with arrest or conviction records will be considered in accordance with applicable fair chance laws.