Client Support Specialist (German Bilingual)

Do you love solving problems and helping people? 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. 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.

What We're Looking For

• 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 3+ years of SaaS / Tech Tier 1 Customer Support experience, preferably for a SaaS or technology product.

Attributes for a Successful Candidate

• Target Locations: Poland (Specifically Warsaw or Krakow)

• Shift Parameters: EMEA Weekday Hours (9 AM – 6 PM British Standard Time)

• Core Non-Negotiables:

  • 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.

• A Bachelor's degree or commensurate combination of education and experience.

Nice to Have

• Accounting & Audit knowledge is a plus.

• Familiarity with helpdesk ticketing systems; Zendesk experience is a plus.

• C1 or Advanced French language proficiency as well.