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

📋 Description

• Address client inquiries regarding product functionality.

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

• Acquire in-depth knowledge of the Optro platform to offer clear guidance on its features and functionality.

• Partner with engineering and product teams to escalate issues and relay client feedback.

• Utilize AI tools and internal knowledge bases to craft responses, summarize tickets, and pinpoint critical client issues.

• Detect trends in client feedback and suggest modifications to enhance the user experience.

⛳️ Requirements

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

• Proficiency in German and English at the C1 / Advanced-High level (mandatory).

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

• Availability to work the shift from 9 AM to 6 PM BST (required).

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

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

• A strong sense of curiosity, a passion for technology, and the ability to embrace new challenges.

• Exceptional interpersonal, verbal, and written communication skills.

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

• A bachelor’s degree or an equivalent combination of education and experience.

• A background check is mandatory.

• Familiarity with helpdesk ticketing systems; experience with Zendesk is advantageous.

• Knowledge of accounting and audit practices is a plus.

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

🏝️ Benefits

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

• Benefits vary by location but include statutory coverage.

• Competitive salary and bonus program.

• Annual leave and holidays.

• Employee resource groups.

• Opportunities for team and company-wide gatherings.

• Start your career at one of the fastest-growing SaaS companies in North America and EMEA.