Technical Support Specialist
Odoo is an open-source enterprise resource planning (ERP) platform that helps companies manage and streamline their operations through a single, integrated system. Our modular suite of business applications—covering everything from accounting and inventory to CRM and project management—works together seamlessly to support efficiency and growth.
About the Job
Hybrid (4 days onsite, 1 day remote) – Brisbane, CA
As a Technical Support Specialist here at Odoo, you will help us achieve our mission to accelerate value for longstanding SMB customers across North America. This role collaborates with other client-facing roles, is part of a growing team, and heavily impacts Odoo's success. We're looking for someone who is investigative, empathetic, and has great communication skills. You understand small to medium-sized businesses and the functions within them.
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
Ability to learn quickly
Thrive in a critical learning and social setting, embracing new challenges and opportunities
Nice to Have
- Business experience with an ERP
- Experience/knowledge with ticket support
- Previous work experience in a fast-growing startup environment
- Sociable and outgoing
What's great in the job?
- Healthcare, Dental, Vision, Life Insurance, Flexible Spending Account, Health Savings Account, 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
- Evolve in a nice working atmosphere with a passionate, growing team!
- Snacks, fruit, and coffee/drinks on tap!
- Chef-prepared lunches - snacks, fruit, and coffee/drinks on tap!
- Company-sponsored events for groups of 6+ employees
The estimated annual compensation range for this role is $63,000-$79,000. 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.
