Technical Support Representative
Offer summary
Qualifications:
1-3 years of experience in customer-facing roles, preferably in a startup environment., Strong communication skills with attention to detail and a friendly tone., Tech-savvy with the ability to troubleshoot technical issues effectively., A growth mindset and eagerness to learn and adapt in a fast-paced environment..Key responsibilities:
- Assist customers through email, live chat, phone, and text to resolve inquiries.
- Collaborate with the engineering team to troubleshoot and resolve technical issues.
- Proactively recommend process improvements to enhance customer experience.
- Advocate for customer needs by providing actionable feedback to the product team.
Job description
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OpenPhone is the modern, sophisticated answer to the clunky, outdated phone systems that have been slowing down businesses for years. With thousands of happy customers and several rounds of funding in just five years, it's safe to say we're onto something big.
About the Role
Do you love helping customers? Are you excited to solve problems, communicate effectively, and create positive customer experiences? Do you thrive in fast-paced, autonomous environments? Are you eager to make an impact at a high-growth startup?
As a Technical Support Representative at OpenPhone, you'll play a key role in delivering exceptional service to our customers while shaping the future of our product. You’ll assist hundreds of customers weekly—answering questions, resolving technical challenges, and ensuring they’re getting the most out of OpenPhone. Beyond customer support, you’ll provide product feedback to our engineering and design teams to help craft the best possible experience for our users.
You’ll also have opportunities to work on projects that scale and improve our customer experience team—helping us grow smarter and faster. For a behind-the-scenes look at how we gather and act on customer feedback, check out this blog post.
What You’ll Do
- Assist OpenPhone customers and prospects through email, live chat, phone and text.
- Troubleshoot technical issues, collaborating with the engineering team for timely resolutions.
- Proactively identify and recommend process improvements to streamline our operations.
- Advocate for customer needs by turning feature requests and insights into actionable recommendations for the product team.
- Identify high-growth accounts or sales opportunities, collaborating with the Customer Success team for follow-ups.
- Keep internal documentation up-to-date to ensure smooth operations within the team.
About You
- Experience: We welcome a range of professional backgrounds and are especially excited to connect if you have 1-3 years of experience in customer-facing roles (experience at a startup is a bonus!).
- Education: We value diverse paths of learning and growth, whether they involve a degree, certification, or relevant experience.
- Empathy & Resourcefulness: You have a knack for tackling customer questions and challenges with empathy, creativity, and resourcefulness.
- Communication Skills: You’re an exceptional writer with attention to detail and a friendly, approachable tone. (Bonus points if you can make telecommunications fun 🎉 )
- Tech-Savviness: You’re comfortable navigating technical issues and excited to dive into the details to find solutions.
- Growth Mindset: You’re eager to learn, adapt, and grow in this role and beyond.
- Startup Enthusiasm: You thrive in dynamic, fast-paced environments and enjoy working alongside a passionate team to build something amazing.
- Schedule Flexibility: We’re flexible on your time zone within North America, but most roles start around 10–11AM PST and run for about 8 hours. We’re looking for someone who’s open to working weekends, depending on the needs of the team.
Who we are
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. #LI-Remote
Required profile
Experience
Other Skills
- Customer Service
- Technical Acumen
- Communication
- Resourcefulness
- Teamwork
- Empathy
- Growth Mindedness
- Scheduling
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