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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in the Optro platform and provides exceptional Tier 1 Customer Support in a SaaS environment. Capable of diagnosing technical issues, communicating effectively, and collaborating with cross-functional teams to enhance user experience.
Highest-signal resume keywords
SaaS Customer Support ExperienceTechnical TroubleshootingC1 English ProficiencyHelpdesk Ticketing SystemsInterpersonal Communication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical Issue DiagnosisProduct Functionality ExplanationClient Feedback AnalysisTrend IdentificationAI Tool Utilization
Soft Skills
EmpathyPatienceCuriosityAdaptabilityVerbal Communication
Tools & Technologies
Optro PlatformZendesk
Industry Keywords
Customer SupportSaaSTechnical SupportCross-Functional CollaborationAccounting Knowledge
About the role
Key responsibilities & impact- Respond to client product functionality questions
- Provide technical troubleshooting through email, live chat, and scheduled live video sessions
- Develop in-depth expertise in the Optro platform and explain product features and functionality
- Collaborate with engineering and product teams to escalate issues
- Provide client feedback to drive product improvement
- 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
Requirements
What you’ll need- Physical residence in Poland, specifically Warsaw or Krakow (MUST)
- C1 / Advanced-High English proficiency (MUST)
- 3+ years SaaS / Tech Tier 1 Customer Support experience (MUST)
- Ability to work 9 AM – 6 PM PT Time shift (MUST)
- Proven ability to diagnose and resolve technical issues with empathy and patience
- Ability to explain complex technical concepts clearly in writing and on calls
- Curiosity and passion for technology; willingness to learn and adapt
- Excellent interpersonal, verbal, and written communication skills
- Demonstrated ability to manage cross-functional relationships with internal teams
- Bachelor's degree or commensurate combination of education and experience
- Accounting and audit knowledge is a plus
- Familiarity with helpdesk ticketing systems; Zendesk experience is a plus
- C1 or Advanced French proficiency is a plus
- Background check required
Benefits
Comp & perks- Bonus offered
- Remote work arrangement
- AI tools and internal knowledge bases
- Perks may vary based on eligibility/location