Taking applicationsVoice Support·Posted 14h ago
Customer Support Technician (USA Hours)
OptroVerified company
Poland
Pay
Not listed
Job type
Full-time · Remote
Hours
US hours
Location
Poland
EnglishMid level
About the role
Optro is hiring a Customer Support Technician to resolve client product questions and technical troubleshooting via email, live chat, and scheduled video sessions. The role requires living in Poland, working 9 AM–6 PM PT, and having 3+ years of SaaS or tech Tier 1 customer support experience.
What you'll do
- Respond to client product functionality questions
- Provide technical troubleshooting through email, live chat, and scheduled live video sessions
- Learn the Optro platform to guide clients on features and functionality
- Escalate issues and share client feedback with engineering and product teams
- Use AI tools and internal knowledge bases to draft responses and summarize tickets
- Identify client feedback trends and recommend improvements
What you'll need
- C1 / Advanced-High English proficiency
- Physical residence in Poland (Warsaw/Krakow)
- 3+ years SaaS / Tech Tier 1 Customer Support experience
- Ability to work 9 AM – 6 PM PT shift
- Strong problem-solving and troubleshooting skills
- Excellent verbal and written communication skills
- Bachelor's degree or commensurate education and experience
Skills
Technical troubleshootingEmail supportLive chat supportVideo support sessionsProduct expertiseEscalation managementAI support toolsZendesk
Benefits
Monthly work from home allowanceStatutory coverageCompetitive compensation & bonus programPaid time offEmployee resource groupsTeam and company-wide get-togethers
Interested? Sign up free to apply
Create your free Remote account to apply with your profile and resume, and see every hand-picked remote role in one place.