About the Role:
The T2 Porting Representative at OpenPhone is a dynamic problem-solver and product expert. You'll manage queue work, handle escalations, triage tickets, and participate in project work. This position offers great growth opportunities to potentially evolve into a team lead role.
Key Responsibilities:
- Expertise Development: Become a porting and OpenPhone product expert, tackling any challenge with enthusiasm.
- Problem-Solving: Address complex problems creatively and effectively.
- Escalation Handling: Manage and resolve escalations promptly.
- Ticket Triage: Prioritize and manage tickets to ensure timely resolutions.
- Project Participation: Engage in projects aimed at improving processes and workflows.
- Continuous Feedback: Provide regular feedback, take direction well, and adapt to new procedures and workflows.
Required Skills and Experience:
- Customer-Facing Experience: 2+ years in a customer-facing role
- Communication Skills: Ability to explain technical issues to non-technical individuals clearly.
- Help Desk Familiarity: Experience with help desk programs (Zendesk, salesforce etc.)
- Attention to Detail: Meticulous with strong time management skills.
- Operational Experience: Understanding of operations as it relates to scaling support operations.
- Project Management: Interest or experience in project planning and management.
- Multi-Tasking: Ability to manage multiple priorities simultaneously.
- Expectation Setting: Strong skills in setting and resetting expectations with coworkers.
- Solutions-Oriented: Focused on finding solutions in every situation.
- Creative Troubleshooting: Ability to troubleshoot creatively within applicable rules and regulations.
Nice to Have:
- Startup Experience: 1+ years working at a startup, especially during a growth period.
- Telecom Knowledge: 1+ years working in telecom or equivalent industry knowledge.
- SQL: Basic knowledge or experience.
- Data Analysis: Experience with data analysis.
- Scaling Operations: Background in scaling programs or teams in a high-growth company.
- People Management: Experience or a strong desire to develop people management skills.
