Client Support Specialist - (USA Hours)

Optro; United States; Remote; USD 25,000 - 41,000; Part time

Job summary

Optro is hiring a Client Support Specialist (Working PT Hours) to join our team and guide clients through technical challenges with empathy. You will become a product expert, help customers succeed, and work with engineering to escalate issues and improve the platform.

Ideal candidates have SaaS support experience, excellent communication skills, and a curious mindset to learn new features and tools, while supporting clients during US weekday hours.

Qualifications

• You are a natural problem-solver, with empathy and patience when addressing client issues.
• You communicate clearly, explaining complex concepts in plain language.
• You are curious and eager to learn new technologies and approaches.
• You have experience in technical support, preferably SaaS or software products.

Responsibilities

• Resolve client issues via email, live chat, and video sessions with rapid, accurate responses.
• Become a product expert to guide clients through features and functionality.
• Collaborate with engineering and product teams, escalating issues and providing client feedback.
• Leverage AI tools and internal knowledge bases to draft responses and summarize tickets.
• Identify trends from client feedback and suggest improvements to enhance user experience.

Skills

Problem solving

Technical troubleshooting

Communication

Empathy

SaaS experience

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.comand 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 (Working 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 **escalate 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: USA Weekday Hours (9 AM - 6 PM PT time)

• Core Non-Negotiables:

• A natural self starter with the