[Hiring] Client Support Specialist @Optro

Role Description

Do you love solving problems and helping people? We're looking for a Client Support Specialist (German Bilingual) 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.
• Advocate for the client:
  • Identify trends in client feedback and proactively recommend changes that can improve their overall user experience.

Qualifications

• You're a natural problem-solver with a proven track record of diagnosing and resolving technical issues with a high degree of empathy and patience.
• You're an excellent communicator, able to explain complex technical concepts in a simple, easy-to-understand way, both in writing and on a call.
• You're driven to learn with a curious mindset and a passion for technology.
• Experience in technical support, preferably in a Tier 1 or similar support role for a SaaS or technology product.

Requirements

• Target Locations: Poland (Specifically Warsaw or Krakow)
• Shift Parameters: EMEA Weekday Hours (9 AM – 6 PM British Standard Time)
• Core Non-Negotiables:
  • C1 / Advanced-High German & 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 BST 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.

Benefits

• *Perks may vary based on eligibility/location.

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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