SaaS Customer Support Specialist - PT 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

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.