Client Support Specialist - Poland - (PT Hours)

Apply; Polska; Hybrid; PLN 67,000 - 100,000; Part time

Job summary

Optro is seeking a Client Support Specialist (PT Hours) in Poland (Warsaw or Krakow) to be on the front lines, guiding clients through technical challenges and ensuring an exceptional experience with the Optro platform.

You will diagnose issues, learn our product inside and out, and collaborate with engineering to drive issue resolution while leveraging AI tools to draft clear, accurate responses for customers.

Qualifications

• Bachelor's degree or equivalent experience.
• 3+ years SaaS / tech Tier 1 customer support experience.
• Excellent communication and problem-solving abilities.
• English proficiency at advanced level (C1+).

Responsibilities

• Resolve client issues via email, live chat, and scheduled video sessions.
• Learn and explain product features and functionality clearly.
• Collaborate with engineering/product teams to escalate and improve.
• Utilize AI tools and knowledge bases to draft responses quickly.
• Identify trends in feedback and recommend improvements.

Skills

SaaS support

Tier 1 support

Client empathy

Technical troubleshooting

English proficiency

Education

Bachelor's degree or equivalent

Tools

Zendesk

Job description

Who We Are

Having surpassed $300M ARR and continuing to grow, Optro helps enterprises transform risk into opportunity through its AI-powered GRC Intelligence Platform. More than 50% of the Fortune 500, including 7 of the Fortune 10, leverage our award-winning technology to move their businesses forward with greater clarity and agility. And our customers love us: Optro is top-rated on G2.com and Gartner Peer Insights.
At Optro, we inspire each other to innovate and are proud of what we are producing. We spend each day thinking of new ways to help our customers and contribute to the greater good of our company and our surrounding communities. We are all about assisting each other and breaking through barriers to create the most loved audit, risk, ESG, and InfoSec platform by our customers. This is how we have become one of the 500 fastest-growing tech companies in North America for the seventh year in a row, as ranked by Deloitte!

Why This Role is Exciting

Do you love solving problems and helping people? We're looking for a Client Support Specialist (PT Hours) to join our team and help propel Optro to be the category-defining global platform for connected risk. In this role, you'll be on the front lines, connecting with clients, guiding them through technical challenges and ensuring they have an exceptional experience with the Optro platform.

Key Responsibilities

• Resolve client issues: Respond to client’s product functionality questions and provide technical troubleshooting through email, live chat, and scheduled live video sessions.

• Be a product expert: Learn our platform inside and out to provide clear, effective guidance on product features and functionality.

• Collaborate across teams: Work closely with our engineering and product teams to elevate issues and provide valuable client feedback, driving product improvement.

• Work with cutting-edge tools: Utilize our advanced AI tools and internal knowledge bases to quickly draft responses, summarize tickets, and identify key client issues. You'll be at the forefront of leveraging technology to provide faster, more accurate support.

• Advocate for the client: Identify trends in client feedback and proactively recommend changes that can improve their overall user experience.

What We're Looking For

• You're a natural problem-solver: You have a proven track record of diagnosing and resolving technical issues with a high degree of empathy and patience.

• You're an excellent communicator: You can explain complex technical concepts in a simple, easy-to-understand way, both in writing and on a call.

• You're driven to learn: You have a curious mindset and a passion for technology. You're eager to learn new things and adapt to new challenges.

• Experience in technical support: You have experience in a Tier 1 or similar support role, preferably for a SaaS or technology product.

Attributes for a Successful Candidate

• Target Locations: Poland (Specifically Warsaw or Krakow)

• Shift Parameters: EMEA Weekday Hours (9 AM - 6 PM British Standard Time)

• Core Non-Negotiables:

  • C1 / Advanced-High English proficiency (MUST)

  • Physical residence in Poland (Warsaw/Krakow) (MUST)

  • 3+ years SaaS / Tech Tier 1 Customer Support experience (MUST)

  • Ability to work 9 AM - 6 PM PT Time shift (MUST)

• A natural self starter with the ability to analyze and troubleshoot in order to resolve problems quickly

• Excellent interpersonal, verbal and written communication skills, with emphasis on phone, email, and online communications

• Demonstrated ability to own cross-functional relationships with internal teams to drive issue resolution for customers

• Bachelor's degree or commensurate combination of education and experience

Nice to Have

• Accounting & Audit knowledge is a plus

• Familiarity with helpdesk ticketing system; Zendesk experience a plus

• C1 or Advanced French language proficiency as well.

*perks may vary based on eligibility/location

Our Company Values

• Customer obsession: It starts and ends here. Consistently ask yourself how what you're doing creates value for our customers. It's