Opus1.io

Technical Support Specialist

Opus1.io

full-time

Posted on:

Location Type: Remote

Location: New York • United States

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Salary

💰 $35,000 - $45,000 per year

Job Level

Junior

About the role

  • 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

Requirements

  • Bring 1+ year(s) of experience in technical support, customer support, or help desk roles
  • Enjoy supporting customers across chat, email, and/or phone channels
  • Demonstrate strong written and verbal communication skills with the ability to explain technical concepts simply
  • Are committed to delivering best-in-class customer support experiences
  • Have a knack for problem-solving and multitasking in a fast-paced environment
  • Take a hands-on, curious approach to problem-solving; you are driven to investigate, learn, and find answers independently before escalation
  • Consider yourself proactive, solutions-oriented mindset with a strong sense of ownership
  • Bonus points for candidates who have experience working in a SaaS environment
  • Experience with HubSpot, Zendesk, or similar ticketing systems
Benefits
  • Medical, Dental, and Vision insurance to keep you covered
  • 401(k) to help you plan for the future
  • Paid Holidays and Flexible PTO
  • Remote Work
  • Office Equipment Reimbursement
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supportcustomer supporthelp deskproblem-solvingmultitaskingticket managementSaaS experience
Soft Skills
written communicationverbal communicationcustomer serviceproactive mindsetsolutions-orientedownershipcuriosity