Sr. Customer Support Representative Job Vacancy at OpenPhone Technologies (Remote)

Vacancy : Sr. Customer Support Representative
Company Name : OpenPhone Technologies
Company Location : Remote

Job Description

Do you love helping customers? Do you thrive in autonomous, fast-paced environments? Do you want to make a major impact at a high-growth startup?As the Customer Experience Representative at OpenPhone, you’ll represent the voice of the customer to our product team and play a key role in the development of our best in class customer service. Alongside your team, you will assist hundreds of customers weekly, making sure they get the most out of using OpenPhone by answering any questions and troubleshooting technical issues.You’ll also collect product insights to help the engineering and design teams create the best product for our users. Here is a post about how we do it if you’re curious. While your core responsibilities revolve around helping customers, you’ll also work on projects to design and scale our customer experience team.Here are some things you’ll do: Support OpenPhone customers and prospects by answering questions via email, phone, and text (using OpenPhone, of course)Troubleshoot product issues and communicate with the engineering team to quickly resolve themIdentify operational inefficiencies and recommend process improvementsTurn customer questions into useful content – articles, how-to videos, saved replies, etcTranslate customer needs and feature requests into recommendations for our product teamIdentify potential high growth accounts and sales opportunities and hand them off to our customer success teamCreate and update internal customer support documentation as neededAbout You: We’re hiring for a range of experience. Preferably, you have 3-5 years of professional experience. (Prior work experience at a startup is a plus!)You have a Bachelor Degree or something you feel is equivalentYou’ve demonstrated skills and passion for handling customer questions and issues resourcefully and with empathyYou have exceptional writing skills (bonus points for a good sense of humor – telecommunications shouldn’t be boring)You are a great communicator and have attention to detailYou can troubleshoot technical issues and are not afraid to get into the nitty-grittyYou are excited about being a part of an early-stage company and want to build alongside a team of passionate peopleYou’re excited to continually improve and grow your skill-set, both inside the current role and grow beyond itWhile you can be based anywhere in the world, most of our customers are in the US & Canada. We’re looking for someone able to work either PST, CST, or EST hoursThere’s no such thing as a ‘perfect’ candidate. We’re looking for an optimist with grit and determination, who is 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 to us even if you don’t 100% match the exact candidate description.Job Type: Full-timePay: $60,000.00 – $75,000.00 per yearSchedule:8 hour shiftMonday to FridayWeekend availabilityEducation:High school or equivalent (Preferred)Experience:Customer Support: 3 years (Preferred)Zendesk: 1 year (Preferred)Chat Support: 1 year (Preferred)Work Location: Remote

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