Technical Support Specialist

Opus1

18d•Remote

About The Position

Opus1 is building the platform that powers the next generation of performing arts education. As a leading SaaS CRM for music and performing arts schools, we help organizations manage, grow, and engage their communities through modern, intuitive software that connects administrators, instructors, and students. We're a fast-growing startup passionate about enabling creative education to thrive! We’re looking for a Technical Support Specialist to join our growing team. You’ll be responsible for delivering best-in-class support across chat, email, and calls, ensuring every customer interaction is timely, accurate, and reflects deep product expertise. If you’re passionate about helping customers, solving problems, and creating consistently excellent support experiences, we want to meet you.

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
This role requires mandatory travel for company events. Candidates must be willing and able to travel as needed, including air travel.

Nice To Haves

Experience working in a SaaS environment
Experience with HubSpot, Zendesk, or similar ticketing systems

Responsibilities

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
Utiliziting 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