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Company | OpenPhone |
Address | Canada |
Employment type | FULL_TIME |
Salary | |
Category | Software Development |
Expires | 2023-09-02 |
Posted at | 9 months ago |
For millions of teams working in dozens of industries, day-to-day business gets done on the phone. So why—despite the huge leaps we've taken in design and usability—does most business phone software still look, feel, and act like it was born in the 90s? OpenPhone is changing that.
- Escalate and report technical issues to the engineering team
- Maintain accurate records of customer interactions and resolutions to issues
- Collaborate cross-functionally with our sales and social media teams to support their customers and ensure their issues are resolved promptly
- Turn customer questions into useful content - articles, how-to videos, saved replies, etc
- Support OpenPhone customers and prospects by answering questions via email, phone, and text (using OpenPhone, of course)
- Identify operational inefficiencies and recommend process improvements
- Troubleshoot and resolve technical issues reported by customers
- Participate in training sessions and team meetings to improve technical and customer service skills
- Translate customer needs and feature requests into recommendations for our product team
- Identify potential high-growth accounts and sales opportunities and hand them off to our customer success team
- Create and update internal customer support documentation as needed
- Communicate technical solutions to customers in a clear and concise manner
- You're excited to improve and grow your skill set continually, both inside the current role and grow beyond it
- You have exceptional writing skills (bonus points for a good sense of humor - telecommunications shouldn't be boring 🤘)
- Strong problem-solving skills and ability to think creatively
- You are a great communicator and have attention to detail
- We're hiring for a range of experience. Preferably, you have 1-4 years of professional experience. (Prior work experience at a startup is a plus!)
- You are excited about being a part of an early-stage company and want to build alongside a team of passionate people
- You can troubleshoot technical issues and are not afraid to get into the nitty-gritty
- You’ve demonstrated skills and passion for handling customer questions and issues resourcefully and with empathy
- Proven experience in a technical support or customer service role
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