Customer Support Specialist
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Job Description
Customer Support Specialist helping Optro users resolve technical issues on its AI-powered GRC platform. Supporting German- and English-speaking clients remotely from Poland.
Responsibilities:
- Respond to clients' product functionality questions
- Provide technical troubleshooting through email, live chat, and scheduled live video sessions
- Learn the Optro platform and provide guidance on 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 improvements to the user experience
Requirements:
- C1 / Advanced-High German & English proficiency (MUST)
- Physical residence in Poland, preferably Warsaw or Krakow (MUST)
- 3+ years SaaS / Tech Tier 1 Customer Support experience (MUST)
- Ability to work 9 AM – 6 PM BST shift (MUST)
- Proven track record of diagnosing and resolving technical issues with empathy and patience
- Ability to explain complex technical concepts simply, 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 own cross-functional relationships with internal teams
- Bachelor's degree or commensurate combination of education and experience
- Accounting & Audit knowledge is a plus
- Familiarity with helpdesk ticketing systems; Zendesk experience is a plus
- C1 or Advanced French language proficiency is a plus
- Background checks are required
- Legally authorized to work in Poland
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
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