Technical Support Specialist (USA Hours)
optro · Warsaw
Job description
About the role
Optro is looking for a Technical Support Specialist to work USA weekday hours (9 AM – 6 PM PT). You will be the front‑line contact for clients, helping them resolve technical issues and ensuring a great experience with our AI‑powered GRC platform.
Key responsibilities
- Respond to client product questions and troubleshoot via email, live chat, and video sessions.
- Become a product expert to guide users on features and functionality.
- Collaborate with engineering and product teams to escalate issues and provide feedback.
- Use AI tools and internal knowledge bases to draft responses and summarize tickets.
- Identify client feedback trends and recommend improvements.
Required profile
- 3+ years of Tier 1 SaaS/tech customer support experience.
- Advanced English proficiency (C1) and residence in Poland (Warsaw or Krakow).
- Ability to work USA weekday hours (9 AM – 6 PM PT).
- Strong problem‑solving, communication, and interpersonal skills.
Required skills
- Experience with helpdesk ticketing systems, preferably Zendesk.
- Familiarity with SaaS products and technical troubleshooting.
What we offer
- Competitive salary, bonus program, and statutory benefits.
- Monthly work‑from‑home allowance.
- Opportunities for career growth in a fast‑growing SaaS company.
- Employee resource groups and team events.
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Published 53 minuty temu
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optro
Warsaw