Remote Polish SaaS Tech Support Specialist (PT Hours)

Openkrill; United States; Hybrid; USD 17,000 - 29,000; Full time

Benefits offered by this job

Monthly work from home allowance

Bonus program

Annual leave and holidays

Benefits depend on location

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. This role focuses on diagnosing issues, providing clear guidance, and collaborating with engineering and product teams.

The candidate should have 3+ years in SaaS/Tech Tier 1 support, strong English proficiency, and the ability to work a 9 AM–6 PM PT shift, with residency in Poland (Warsaw/Krakow).

Qualifications

• Experience diagnosing and resolving technical issues with empathy and patience.
• Clear written and verbal communication to explain complex concepts.
• Willingness to learn and adapt to new challenges.
• Experience in Tier 1 or similar SaaS/tech support.

Responsibilities

• Respond to client questions and provide technical troubleshooting via email, live chat, and video sessions.
• Learn the platform to guide clients on features and functionality.
• Collaborate with engineering and product teams to escalate issues and gather feedback.
• Draft responses using AI tools and knowledge bases to resolve tickets quickly.
• Identify trends in feedback and suggest improvements to enhance user experience.

Skills

Technical Support

Customer Communication

Troubleshooting

SaaS Experience

Education

Bachelor's degree or commensurate experience

Tools

Zendesk

Job description

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. This role focuses on diagnosing issues, providing clear guidance, and collaborating with engineering and product teams.

The candidate should have 3+ years in SaaS/Tech Tier 1 support, strong English proficiency, and the ability to work a 9 AM–6 PM PT shift, with residency in Poland (Warsaw/Krakow).