Client Support Specialist – PT Hours
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Job Description
Client Support Specialist supporting enterprise users of Optro’s AI-powered GRC platform. Troubleshooting product issues and partnering with engineering and product teams to improve client experience.
Responsibilities:
- Respond to client product functionality questions
- Provide technical troubleshooting through email, live chat, and scheduled live video sessions
- Develop in-depth expertise in the Optro platform and explain product features and functionality
- Collaborate with engineering and product teams to escalate issues
- Provide client feedback to drive product improvement
- Use AI tools and internal knowledge bases to draft responses, summarize tickets, and identify key client issues
- Identify trends in client feedback and recommend changes to improve the user experience
Requirements:
- Physical residence in Poland, specifically Warsaw or Krakow (MUST)
- C1 / Advanced-High English proficiency (MUST)
- 3+ years SaaS / Tech Tier 1 Customer Support experience (MUST)
- Ability to work 9 AM – 6 PM PT Time shift (MUST)
- Proven ability to diagnose and resolve technical issues with empathy and patience
- Ability to explain complex technical concepts clearly in writing and on calls
- Curiosity and passion for technology; willingness to learn and adapt
- Excellent interpersonal, verbal, and written communication skills
- Demonstrated ability to manage cross-functional relationships with internal teams
- 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
Benefits:
- Bonus offered
- Remote work arrangement
- AI tools and internal knowledge bases
- Perks may vary based on eligibility/location
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