Tier 2 Representative

About the job

Responsibilities

• 2+ years of experience in technical customer support or a related client-facing role.
• Proven track record of managing and resolving complex technical escalations through phone, chat, or email channels.
• Demonstrated experience using issue-tracking and ticketing systems (such as Jira) to document and escalate technical defects.
• Ability to work shift schedules (Wednesday–Sunday, 10:00 AM – 7:00 PM EST), with flexibility as shifts are subject to business needs and may change.
• Strong written and verbal communication skills with the ability to convey complex technical information clearly to internal and external stakeholders.

Minimum Qualifications

• 2+ years of experience in technical customer support or a related client-facing role.
• Proven track record of managing and resolving complex technical escalations through phone, chat, or email channels.
• Demonstrated experience using issue-tracking and ticketing systems (such as Jira) to document and escalate technical defects.
• Strong written and verbal communication skills with the ability to convey complex technical information clearly to internal and external stakeholders.
• Demonstrated ability to collaborate effectively across departmental teams to achieve timely case resolutions.

Preferred Qualifications

• Experience working in the hospitality, restaurant management, or SaaS technology sectors.
• Familiarity with bug tracking, queue management, and root-cause analysis processes.
• Experience creating, maintaining, or enhancing customer support training materials and documentation.
• Strong cross-functional collaboration skills working directly with engineering and account management teams.

Benefits and Perks

• Work from (almost) anywhere for up to 20 days per year
• Focus on mental health and well-being: Company-paid therapy sessions through SpringHealth Company-paid subscription to Headspace Annual company-wide week off a year - the whole team fully recharges (and returns without a pile-up of work!)
• Company-paid therapy sessions through SpringHealth
• Company-paid subscription to Headspace
• Annual company-wide week off a year - the whole team fully recharges (and returns without a pile-up of work!)
• Paid parental leave
• Generous paid vacation + time off for your birthday
• Paid volunteer time
• Focus on your career growth: Development Dollars Leadership development Access to thousands of on-demand e-learnings
• Development Dollars
• Leadership development
• Access to thousands of on-demand e-learnings
• Travel Discounts
• Employee Resource Groups
• 20 days of paid time off
• Private health and dental insurance
• Life and Disability insurance
• There are a variety of factors that go into determining a salary range, including but not limited to external market benchmark data, geographic location, and years of experience sought/required. The range for this Montreal, Canada located role is $55,000-65,000 CAD.
• We offer a competitive base salary and benefits including: health benefits; flexible spending account; retirement benefits; life insurance; paid time off (including PTO, paid sick leave, medical leave, bereavement leave, floating holidays and paid holidays); and parental leave benefits. This role is eligible to be considered for an annual bonus.
• At OpenTable, we pride ourselves on fostering a global and dynamic work environment. As a team member with us, you will benefit from a schedule tailored to accommodate a global workforce operating across multiple time zones. While the majority of your responsibilities may align with conventional business hours, there will be instances where you are expected to manage communications - via calls, Slack messages, or emails - outside of regular working hours to effectively collaborate with international colleagues, respond to restaurant partners, and/or address urgent matters. OpenTable will always abide by and consider local laws and regulations.

Inclusion