Technical Support Representative

Summary

Join OpenPhone, a leading VoIP provider, as a Technical Support Representative and play a key role in delivering exceptional customer service. You will assist customers via various channels, troubleshoot technical issues, collaborate with engineering, and suggest process improvements. Your contributions will directly impact product development and customer experience. You will also identify sales opportunities and maintain internal documentation. This role requires 1-3 years of customer-facing experience, strong communication and technical skills, and a growth mindset. The position offers schedule flexibility within North America, but weekend work may be required.

Requirements

• 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

Responsibilities

• 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