Client Support Specialist, German Bilingual
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Job Description
Client Support Specialist supporting German- and English-speaking clients using Optro’s AI-powered GRC platform. Troubleshooting issues, guiding users, and improving product experience remotely from Poland.
Responsibilities:
- Respond to client product-functionality questions via email, live chat, and scheduled live video sessions
- Provide technical troubleshooting and resolve client issues
- Learn the Optro platform and provide guidance on product features and functionality
- Collaborate with engineering and product teams to escalate issues and provide client feedback
- Use AI tools and internal knowledge bases to draft responses, summarize tickets, and identify key client issues
- Identify trends in client feedback and recommend improvements to the user experience
Requirements:
- C1 / Advanced-High German and English proficiency (must)
- Physical residence in Poland, preferably Warsaw or Krakow (must)
- 3+ years of SaaS/technology Tier 1 customer support experience (must)
- Ability to work 9 AM–6 PM British Standard Time / BST (must)
- Proven ability to diagnose and resolve technical issues
- Excellent interpersonal, verbal, and written communication skills
- Ability to build cross-functional relationships and drive issue resolution
- Bachelor's degree or commensurate combination of education and experience
- Accounting and audit knowledge is a plus
- Familiarity with helpdesk ticketing systems; Zendesk experience is a plus
- C1 or Advanced French proficiency is a plus
- Background check required
- Must be legally authorized to work in Poland
Benefits:
- Bonus offered
- Perks may vary based on eligibility/location
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