Technical Support Specialist

Technical Support Specialist

This is a hybrid (40% remote and 60% onsite) role in San Francisco, CA.

To get the best candidate experience, please consider applying for a maximum of 3 applications within 12 months to ensure you are not duplicating efforts.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or assume sponsorship responsibilities for employment visas at this time.

About Odoo

Odoo ERP system is enterprise resource planning software used company-wide for the management of business processes. Odoo provides seamlessly integrated functional business apps called Odoo apps that form an ERP solution.

Our unique proposition of integrated apps that work seamlessly together allows users to automate and track everything they do.

The open-source development model of Odoo has allowed us to leverage thousands of developers and business experts to build the world's largest ecosystem of fully integrated business apps.

Odoo has become a global network with more than 12+ million users and partners in more than 120 countries, and we continue growing with 2000+ daily downloads.

We are growing fast and need to hire faster.

About the job :

As a Technical Support Specialist at Odoo, you play a key role in helping us bring speedy solutions to our valued small and medium-sized business (SMB) customers in North America.

You'll work closely with other customer-focused roles, contributing to our team's growth and playing a big part in Odoo's overall success.

Your understanding of the ins and outs of SMBs and their different functions is crucial for this position. Join us at Odoo and make a meaningful impact with your expertise supporting our valued SMB customers.

Responsibilities :

• Expertise : Become proficient in utilizing Odoo's SaaS / Cloud-based applications
• Problem-solving : Prioritize and implement innovative solutions for resolving customer inquiries
• Communication : Effectively communicate ideas and solutions to customers using written and verbal methods
• Customer satisfaction : Ensure prompt and accurate resolution of customer issues to enhance their satisfaction levels
• Collaboration : Engage with Engineering, Product, and Developer teams to escalate critical issues and provide valuable feedback
• Product testing : Actively participate in testing new and updated products, offering insights for improvement
• Support channels : Address Tier 1 and 2 issues via email, chat, and phone
• Customer feedback : Collect and convey user feedback to the product team to contribute to feature development

Must-Have :

• Bachelor's degree
• SaaS familiarity and knowledge of G Suite
• Ability to communicate technical concepts clearly and effectively, both written and orally
• Ability to learn quickly
• Thrive in a critical learning and social setting, embracing new challenges and opportunities

Nice to Have :

• Business experience at an ERP
• Experience / knowledge with tickets-support
• Previous work experience in a fast-growing startup environment
• Sociable and outgoing

Compensation and Perks :

• Healthcare, Dental, Vision, Life Insurance, FSA, HSA Matching, 401K Matching, and Commuter Benefits
• PTO (Paid-time-off), paid sick days, and paid holidays
• Employee Assistance Program : 3 X 1-hour telehealth calls with certified mental health professionals
• $100 towards a work-from-home office setup
• Evolve in a nice working atmosphere with a passionate, growing team!
• Chef-prepared lunches - snacks, fruit, and coffee / drinks on tap!
• Company-sponsored events for groups of 6+ employees

The salary range for this role is $63,000-$95,000. Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location.

Ensuring a diverse and inclusive workplace where we learn from each other is core to Odoo's values. We welcome people of different backgrounds, experiences, abilities, and perspectives.

We are an equal-opportunity employer and a pleasant and supportive place to work. Pursuant to the San Francisco Fair Chance Ordinance, we will consider employment-qualified applicants with arrest and conviction records.