German-Speaking SaaS Support Specialist

Optro; Polska; On-site; PLN 60,000 - 90,000; Full time

Benefits offered by this job

Monthly work from home allowance

Benefits vary by location with stat/LL

Competitive compensation & bonus

Annual leave and holidays

Employee resource groups

Team and company-wide get-togethers

Perks may vary by location

Job summary

Optro is seeking a Customer Support Specialist (German Bilingual) to join our team in Poland. You will assist clients with technical questions, guide them through the Optro platform, and work closely with engineering to resolve issues.

The role emphasizes empathy, clear communication, and rapid problem-solving. You will support customers via email, chat, and live sessions, leveraging our AI tools and knowledge bases to deliver accurate, timely responses.

Qualifications

• Diagnose and resolve technical issues with empathy and patience.
• Explain complex concepts clearly in writing and on calls.
• Curious mindset and passion for technology; adapts to new challenges.
• Experience in Tier 1 SaaS/tech support preferred.

Responsibilities

• Resolve client issues through email, chat, and live sessions.
• Become a product expert to guide users on features and functionality.
• Collaborate with engineering and product teams for issue resolution and feedback.
• Use AI tools and knowledge bases to draft responses and summarize tickets.
• Identify trends in feedback and propose UX improvements.

Skills

Problem solving

Communication skills

Willingness to learn

Technical support experience

Education

Bachelor's degree or commensurate experience

Tools

Zendesk experience

Job description

Optro is seeking a Customer Support Specialist (German Bilingual) to join our team in Poland. You will assist clients with technical questions, guide them through the Optro platform, and work closely with engineering to resolve issues.

The role emphasizes empathy, clear communication, and rapid problem-solving. You will support customers via email, chat, and live sessions, leveraging our AI tools and knowledge bases to deliver accurate, timely responses.