Customer Support Specialist
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Job Description
Customer Support Specialist supporting clients of Optro’s AI-powered GRC platform. Troubleshooting product issues through email, chat, and live video during USA weekday hours.
Responsibilities:
- Respond to client product-functionality questions
- Provide technical troubleshooting through email, live chat, and scheduled live video sessions
- Learn the Optro platform's features and functionality to provide effective guidance
- Collaborate with engineering and product teams to escalate issues
- Provide client feedback to drive product improvements
- 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 preferred
- C1 / Advanced-High English proficiency (MUST)
- 3+ years SaaS / Tech Tier 1 Customer Support experience (MUST)
- Ability to work 9 AM – 6 PM PT weekday hours (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
- Experience in a Tier 1 or similar support role, preferably for a SaaS or technology product
- Natural self-starter with ability to analyze and troubleshoot problems quickly
- Excellent interpersonal, verbal, and written communication skills
- Ability to own cross-functional relationships with internal teams to 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
- Must be legally authorized to work in Poland
- Background check required
Benefits:
- Monthly work from home allowance - varies by location
- Benefits depend on location but include statutory coverage
- Competitive compensation & bonus program
- Annual leave and holidays
- Employee resource groups
- Opportunities for team and company-wide get-togethers
- Background checks required; qualified applicants with arrest or conviction records will be considered in accordance with applicable fair chance laws
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