Customer Support Technician

• Respond to client product functionality questions
• Provide technical troubleshooting via email, live chat, and scheduled live video sessions
• Learn the Optro platform and explain product features and functionality
• Collaborate with engineering and product teams to escalate issues
• Provide client feedback to drive product improvement
• Use AI tools and internal knowledge bases to draft responses, summarize tickets, and identify key issues
• Identify trends in client feedback and recommend user-experience improvements

• C1 / Advanced-High German & English proficiency (MUST)
• Physical residence in Poland, preferably Warsaw or Krakow (MUST)
• 3+ years SaaS / Tech Tier 1 Customer Support experience (MUST)
• Ability to work 9 AM – 6 PM BST shift (MUST)
• Proven ability to diagnose and resolve technical issues with empathy and patience
• Excellent written and verbal communication skills
• Ability to explain complex technical concepts simply
• Curious mindset and passion for technology
• Ability to own cross-functional relationships and drive issue resolution
• Bachelor's degree or commensurate combination of education and experience
• Accounting and audit knowledge is a plus
• Familiarity with helpdesk ticketing systems; Zendesk experience is a plus
• C1 or Advanced French proficiency is a plus
• Background check required
• Legally authorized to work in Poland

• 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
• Background checks required