Customer Support Technician

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

📋 Description

• Address inquiries from clients regarding product functionalities.

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

• Acquire knowledge of the Optro platform to effectively explain its features and functionalities.

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

• Gather client feedback to facilitate product enhancements.

• Leverage AI tools and internal knowledge resources to draft replies, summarize tickets, and pinpoint key issues.

• Detect trends in client feedback and propose improvements to user experience.

⛳️ Requirements

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

• Must be physically located in Poland, ideally in Warsaw or Krakow (MANDATORY).

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

• Availability to work from 9 AM to 6 PM BST (MANDATORY).

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

• Outstanding written and verbal communication abilities.

• Capability to simplify complex technical concepts for clients.

• A curious mindset with a strong passion for technology.

• Proficient in managing cross-functional relationships and driving issue resolutions.

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

• Knowledge in accounting and auditing is advantageous.

• Experience with helpdesk ticketing systems; familiarity with Zendesk is a bonus.

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

• Background check required.

• Must have legal authorization to work in Poland.

🏝️ Benefits

• Monthly allowance for working from home, varying by location.

• Benefits vary by location but generally include statutory coverage.

• Competitive salary and bonus program.

• Annual leave and holiday entitlements.

• Access to employee resource groups.

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

• Background checks are mandatory.