Opus1.io

Support Engineer

• Owning customer interactions across in-app chat, email, and calls, delivering timely, accurate, and high-quality support
• Supporting our customers in day to day utilization of Opus1 as well as supporting DIY onboarding customers with real time implementation questions
• Troubleshooting product issues and guiding customers through workflows with clarity and confidence
• Maintaining strong response and resolution times aligned with support SLAs
• Creating “a-ha” moments by helping customers better understand and adopt the platform
• Utilizating HubSpot to manage, prioritize, and resolve tickets with strong ticket hygiene (tagging, categorization, documentation)
• Following triage and escalation protocols to ensure issues are routed and resolved efficiently
• Identifying recurring issues and surfacing trends to Support leadership
• Supporting the maintenance of Knowledge Base articles, FAQs, and internal documentation to improve self-service and team efficiency
• Partnering cross-functionally with Customer Success, Onboarding, Product, and Sales to ensure seamless customer experience, issue resolution and feedback loops

Technical Support Specialist