Opus1 - Technical Support Specialist

• The salary range for this position is: $35K – $45K • 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. • This role will be responsible for… • 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 • Utilizizing 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 • You’re a solid fit for this role if you… • 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 • You’ll join a collaborative, scrappy team where your work will have immediate impact. Support is a critical part of how we deliver value to our customers, and you’ll play a key role in shaping that experience every day. • Medical, Dental, and Vision insurance to keep you covered • 401(k) to help you plan for the future • Paid Holidays and Flexible PTO • Office Equipment Reimbursement • Are you ready to join a company where art, technology, and community meet? Apply today and help us create solutions that empower educators to focus on what matters most: inspiring the next generation. We look forward to hearing from you!