Product Support Associate

Product Support Associate

About OpenSesame

OpenSesame helps develop the world’s most productive and admired workforces. With the most comprehensive catalog of elearning courses from the world’s top publishers, we are here to help you every step of the way, from finding courses, mapping them to your core competencies, syncing them with your LMS to increasing utilization and improving your L&D programs. Not only will you have the flexibility of multiple purchasing options from OpenSesame, you’ll find it simple to use and administer your e-learning courses. To learn more, visit www.opensesame.com/about.

About the Team: 

At OpenSesame we don't just pay lip service to providing great customer experiences. Our goal is to build relationships based on trust which results in happy, passionate, loyal customers. We want to do more than simply respond to problems - we want to surpass customer expectations by connecting them with an advocate who will take personal responsibility for resolving their Support case. We are a collaborative team looking for someone who isn't afraid to hit the job running with a positive attitude and great ideas!

Product Support is a small team that works closely together and reports to the Product team. Our environment requires an imaginative thinker with the ability to work both independently on various projects and collaborate effectively with other team members. We have a great team and a friendly place to work where we regularly collaborate to solve problems. If you are a self-starter with an inquisitive mind and a track record of delivering excellent results that thrill your customers and teammates, then we may have an opportunity for you!

Job Description:

We’re looking for a seasoned Customer Support professional excited to join our growing team! You understand that good Product Support isn’t just apologizing to customers - it’s getting to the root of the problem and determining the necessary steps to ensure it doesn’t happen again. Collaboration, teamwork and problem solving are essential skills for this role.

The majority of your day will be spent responding to email, chat and phone inquiries by troubleshooting and resolving the reported problems. We also work closely with the Sales and CSM team to assist with prospects and customers encountering issues. The Product Support Associate reports to the Manager of Product Support.

Performance Objectives

Within the first 30 days, you will be taking chats and emails to support our customers with technical issues related to OpenSesame’s products. You will be learning the product through 1:1 training, reading documentation and elearning courses. You’ll learn the best way to engage your teammates for assistance when a case is beyond your current product knowledge. 

Within the first 60 days, you’ll be managing a queue of 45+ tickets. You’ll be conducting product and course testing and coordinating with course publishers as needed to resolve issues. You’ll be participating in cross departmental meetings and coordinating with other teams to find the best solutions for our customers while continuing to expand your product knowledge.

Within the first 90 days, you will become very comfortable with OpenSesame products and how they are utilized by our customers. You’ll grow to provide phone support to our customers and be willing to reach out via this platform when necessary for clarification on cases. You’ll be able to identify escalations and work with other team members to find a resolution.

Within the first 6 months, you’ll be responding to internal support questions via Slack. You’ll be familiar with all Product Support related processes and be comfortable advising other teams/departments on how to request our assistance. You’ll be confident on how to resolve the most frequently encountered issues and know the escalation process to get more complicated cases to the appropriate team members.

Key Responsibilities

• Be passionate about providing the best possible customer experience for our learners and administrators
• Have a good grasp of technical troubleshooting and be comfortable providing support for a highly nuanced and vast product line
• Strive to fill knowledge gaps and seek out the best solutions possible for our customers
• Respond to customer inquiries via chat, email and phone
• Have excellent interpersonal, written, and oral communication skills
• Be comfortable working both independently and as part of a team.
• Communicate with other departments and coordinate on finding solutions for customers

Other Details:

• Days: Monday through Friday.
• Hours: 8am-6pm PT
• Weekend on-call support shift once roughly every 10 weeks

Performance Driven: We're looking for self-starters with a track record of delivering excellent results, but we're highly selective about who we hire. We don't focus on typical job requirements, instead, we're interested in specific examples from your past experiences. All positions can be based anywhere in the US and require up to 15 days of travel per year, with senior management and leadership teams requiring up to 35 days.

Compensation: At OpenSesame, we offer a comprehensive benefits package to employees upon hire, including ISOs, health insurance, 401(k) matching, and paid time off. We carefully consider a wide range of compensation factors, relying on market data to determine compensation and consider your specific job family, background, skills, and experience. 

Equal Employment Opportunity: OpenSesame is an Equal Employment Opportunity and Affirmative Action employer that values and welcomes diversity. We do not discriminate on the basis of various legally protected characteristics, including criminal history, and strive to provide reasonable accommodations to qualified individuals with disabilities. We prioritize safety and security and may use your information accordingly, and you can contact us for assistance or accommodations during the job application process. For more information on our Diversity, Equity, and Inclusion initiatives, click the provided link.

Pay Transparency:  At OpenSesame, we prioritize pay transparency, fairness, and equity to create a positive and inclusive work environment, regularly reviewing our compensation practices to align with our values and goals. We provide competitive and fair compensation to our employees based on their skills, experience, and performance.

CPRA (California Candidates): When you submit your application, OpenSesame may collect and use your personal information in accordance with our privacy policy and the CPRA. This may include personal details and employment history and will only be used for employment-related purposes. We may share this information with third-party service providers, but we will not sell it to third parties. If you have any questions or concerns, please contact us, and for more information on your rights under the CPRA, refer to our privacy policy or the California Attorney General's website.

#LI-Remote