Remote SaaS Support Technician — Client Success

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

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).