Customer Support Technician

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. And our customers love us:
Optro is top-rated on  (Use the "Apply for this Job" box below). Gartner Peer Insights.

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 Info Sec 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!

Do you love solving problems and helping people? We're looking for a Client Support Specialist (Working PT Hours) 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.

• 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 elevate issues and provide 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. You’ll be at the forefront of leveraging technology to provide faster, more accurate support.
• Advocate for the client:
  Identify trends in client feedback and proactively recommend changes that can improve their overall user experience.

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

• Target Locations:
  Poland (Specifically Warsaw or Krakow)
• Shift Parameters: USA Weekday Hours (9 AM – 6 PM PT time)
• Core Non-Negotiables:
  
  - C1 / Advanced-High 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 PT 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

• Accounting & Audit knowledge is a plus
• Familiarity with helpdesk ticketing system;
  Zendesk…