Technical Support Specialist
New
O
OptroGRC software
Location: Poland; Workplace: Remote; Physical residence in Poland (Warsaw/Krakow) (MUST), EMEA Weekday Hours (9 AM – 6 PM British Standard Time); ability to work 9 AM – 6 PM BST shift (MUST)Full-TimeMiddle
SalaryPLN 110K - PLN 125K; PLN 110K – PLN 125K • Offers Bonus
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Job Details
- Languages
- C1 / Advanced-High German & English proficiency (MUST); C1 or Advanced French language proficiency as well.
- Experience
- 3+ years SaaS / Tech Tier 1 Customer Support experience (MUST)
- Required Skills
- SaaSZendeskTechnical support
Requirements
- Have 3+ years of SaaS or technology Tier 1 customer support experience.
- Have C1 / Advanced-High proficiency in German and English.
- Reside in Poland, specifically Warsaw or Krakow.
- Be able to work the 9 AM–6 PM BST shift on EMEA weekdays.
- Demonstrate the ability to analyze and troubleshoot problems to resolve them quickly.
- Explain complex technical concepts clearly in writing and on calls.
- Demonstrate strong interpersonal, verbal, and written communication skills across phone, email, and online channels.
- Be able to manage cross-functional relationships with internal teams to drive customer issue resolution.
- Have a bachelor's degree or a commensurate combination of education and experience.
- Accounting and audit knowledge is a plus.
- Familiarity with helpdesk ticketing systems is a plus; Zendesk experience is a plus.
- C1 or Advanced French proficiency is a plus.
Responsibilities
- Respond to client questions about product functionality through email, live chat, and scheduled live video sessions.
- Troubleshoot technical issues and guide clients through platform features and functionality.
- Learn the platform in depth to provide clear guidance to clients.
- Collaborate with engineering and product teams to escalate issues and share client feedback.
- Use AI tools and internal knowledge bases to draft responses, summarize tickets, and identify key client issues.
- Identify trends in client feedback and recommend changes to improve the user experience.
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