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Technical Support Representative Jobs
| Company | OpenPhone Technologies |
| Address | , Remote |
| Employment type | |
| Salary | |
| Expires | 2023-07-11 |
| Posted at | 11 months ago |
For millions of teams working in dozens of industries, day-to-day business gets done on the phone. So why—despite the huge leaps we've taken in design and usability—does most business phone software still look, feel, and act like it was born in the 90s? OpenPhone is changing that.
We’re a new type of business phone with a mission to help people communicate better and be more productive.
We’re backed by Y Combinator and some of the best venture firms around including Tiger Global, Craft Ventures, Slow Ventures, and others. We take pride in providing an exceptional customer experience and a product people love, which is why we’re excited that our customers have rated us the #1 VoIP Provider on G2.
OpenPhone is the modern, sophisticated answer to the clunky, outdated phone systems that have been slowing down businesses for years. And after earning over 20,000 happy customers and $56 million in funding in just four years, it's safe to say we're onto something big.
Are you passionate about providing exceptional customer service? Do you enjoy working in a fast-paced and dynamic environment? Are you ready to make a significant impact in a rapidly-growing startup?
If yes, then the role of Technical Service Representative at OpenPhone might be the perfect fit for you! In this role, you'll be the primary point of contact for our customers and will act as the voice of the customer to our product team. You'll work closely with your team to assist customers on a daily basis, answering questions and providing solutions to technical issues.
As a Technical Service Representative, you'll also gather valuable insights from customers to help our engineering and design teams improve our product. If you're curious about what we do, check out this post. While your primary focus will be on assisting customers, you'll also work on projects to design and scale our customer experience team.
Join our team and help us provide the best-in-class customer service experience to our users!
Here are some things you’ll do
- Create and update internal customer support documentation as needed
- Support OpenPhone customers and prospects by answering questions via email, phone, and text (using OpenPhone, of course)
- Communicate technical solutions to customers in a clear and concise manner
- Escalate and report technical issues to the engineering team
- Maintain accurate records of customer interactions and resolutions to issues
- Participate in training sessions and team meetings to improve technical and customer service skills
- Identify potential high-growth accounts and sales opportunities and hand them off to our customer success team
- Translate customer needs and feature requests into recommendations for our product team
- Turn customer questions into useful content - articles, how-to videos, saved replies, etc
- Collaborate cross-functionally with our sales and social media teams to support their customers and ensure their issues are resolved promptly
- Troubleshoot and resolve technical issues reported by customers
- Identify operational inefficiencies and recommend process improvements
About you
- You have exceptional writing skills (bonus points for a good sense of humor - telecommunications shouldn't be boring )
- Tuesday - Saturday: 9AM - 5PM PST
- You’ve demonstrated skills and passion for handling customer questions and issues resourcefully and with empathy
- You have 1-4 years of professional experience. (Prior work experience at a startup is a plus!)
- You are excited about being a part of an early-stage company and want to build alongside a team of passionate people
- Tuesday - Saturday: 7AM - 3PM PST
- You're excited to continually improve and grow your skill set, both inside the current role and grow beyond it
- You are a great communicator and have attention to detail
- Most of our customers are in the US & Canada. We're looking for someone able to work one of the three schedules:
- Tuesday - Saturday: 7AM - 3PM PST
- Tuesday - Saturday: 8AM - 4PM PST
- Tuesday - Saturday: 9AM - 5PM PST
- You can troubleshoot technical issues and are not afraid to get into the nitty-gritty
- Proven experience in a technical support or customer service role
- Tuesday - Saturday: 8AM - 4PM PST
- Strong problem-solving skills and ability to think creatively
As a fully remote company, we thrive asynchronously as a team. We are curious, ambitious, and dedicated to our work. We value trust above all else, and have a strong bias for action. If you're looking for a place to do your life's work, please get in touch. We'd love to hear from you.
And remember, there's no such thing as a 'perfect' candidate. We're looking for optimists with grit and determination, who are excited to face the challenges of a growing startup. OpenPhone is the type of company where you can grow, and we encourage you to apply for this role even if you don't think you meet all the requirements.
We are committed to creating an inclusive and diverse work environment. It is important that you are able to bring your authentic self to work every day. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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