[Hiring] Technical Support Specialist @Optro

Role Description

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 who can 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)
• 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.

Benefits

• 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!

Company Description

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.

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!