Customer Support Technician

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

📋 Description

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

• Familiarize yourself with the Optro platform to assist clients with product features and functionality.

• Work alongside engineering and product teams to escalate issues and relay client feedback.

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

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

⛳️ Requirements

• C1 / Advanced-High English proficiency (MANDATORY).

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

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

• Ability to work the 9 AM – 6 PM PT shift (MANDATORY).

• Demonstrated success in diagnosing and resolving technical problems with empathy and patience.

• Capability to articulate complex technical ideas clearly in written communication and during calls.

• Experience in a Tier 1 or comparable support role, ideally for a SaaS or tech product.

• A natural self-starter with the ability to quickly analyze and troubleshoot issues.

• Exceptional interpersonal, verbal, and written communication skills.

• Capacity to manage cross-functional relationships with internal teams to facilitate issue resolution.

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

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

• Proficiency in C1 or Advanced French is an advantage.

• Background checks are mandatory.

• Candidates must have legal authorization to work in Poland.

• Proficient and professional technical support delivery in both German and English is required as stated in the application form.

🏝️ Benefits

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

• Benefits are location-dependent but include statutory coverage.

• Competitive compensation and bonus program.

• Annual leave and holidays.

• Employee resource groups.

• Opportunities for team and company-wide gatherings.