Customer Support Technician (USA Hours)

OpenKrill; United States; Remote; USD 9,900 - 14,000; Full time

Benefits offered by this job

Work from home allowance

Statutory coverage

Bonus program

Annual leave

Employee resource groups

Team events

Job summary

Optro is seeking a Client Support Specialist (Working PT Hours) to be on the front lines, guiding clients through technical challenges and ensuring an exceptional experience with the Optro platform. You will learn the platform deeply to become a product expert and collaborate with cross-functional teams to drive improvements.

The role requires 3+ years in SaaS Tier 1 support, excellent English, and a residence in Poland (Warsaw/Krakow).

Qualifications

• 3+ years SaaS Tier 1 support experience.
• Bachelor's degree or equivalent experience.
• Excellent English proficiency (C1).
• Experience with SaaS or tech products.

Responsibilities

• Respond to client questions via email, chat, and video sessions.
• Learn the platform to provide clear guidance on features and functionality.
• Collaborate with engineering/product teams to escalate issues and provide feedback.
• Draft responses and summarize tickets using AI tools for faster resolutions.
• Identify trends in client feedback and suggest improvements to the user experience.

Skills

Problem solving

Communication

Willingness to learn

SaaS support

Education

Bachelor's degree

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 http://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 elevate issues and provide 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:- 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 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 (PEO locations: Poland, Netherlands, Singapore, UAE)

• Launch a career at one of the fastest-growing SaaS companies in North America and EMEA!
• 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!

*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 a mindset.
• Gritty resilience: Make it happen. Find a way. Move fast, stay positive, and do what it takes.
• Drive innovation: Create the future. Continuously improve what exists and invent what’s next.
• Win, together: One team. No silos, no egos. Drive to be the best and support each other’s success.
• Growth mindset: 10x, not 10%. Think in orders of magnitude, not increments. Seek feedback, learn, and improve.

Please note that background checks are required. Qualified Applicants with arrest or conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. This role may have access to highly sensitive data, including employee data, customer data, company financials, and proprietary product information.

We love building strong partnerships, but please note that Optro cannot accept unsolicited resumes from agencies. Any submissions without a signed agreement in place will not create a fee obligation.

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