Implementation and Support Specialist

Opus Training

Implementation & Support Specialist responsible for onboarding and technical support of customers using Opus's platform. Engage with the Customer Success Team to enhance user experience and product feedback.

Posted 5/9/2026full-timeNew York City • California, New York • 🇺🇸 United StatesJunior💰 $75,000 - $80,000 per yearWebsite

About the role

Key responsibilities & impact

Handle inbound support monitoring emails, calls, and live chats with platform users within required SLAs
Troubleshoot technical issues raised by customers
Participate in on-call rotation alongside the Customer Success Team for off-hours coverage
Reproduce and document reported bugs before routing to Product
Be an Opus product expert, developing a deep fluency in the product
Build and maintain our external customer knowledge base
Administer and facilitate product update communications with customers
Help maintain our training marketplace templates in the Opus dashboard
Configure new customer accounts and set up their initial workspace
Own integrations onboarding (HRIS, guest feedback systems)
Support customers onboarding to new tools or expanding into additional products
Build and deliver internal enablement to CS team
Monitor the customer feedback for new features and bug trends

Requirements

What you’ll need

1+ years in a technical support, implementation, or similar customer-facing role
Experience triaging, diagnosing, solving, and effectively routing customer questions
Empathetic, positive attitude with a desire to help our customers reach their goals
Experience with Intercom, Datadog, Notion a plus

Benefits

Comp & perks

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Hard Skills & Tools

technical supporttroubleshootingbug documentationcustomer onboardingintegrations onboarding

Soft Skills

empatheticpositive attitudecustomer-focusedcommunicationproblem-solving