Virtual Assistant managing customer calls, plumbing appointments, dispatch, and administrative support. Front - line coordinator for Ottawa - based plumbing service company Ottawater.
About the role
- OpenTable Tier 2 Representative resolving complex customer issues across phone, chat, and email. Supporting restaurants, venues, and diners through OpenTable’s global reservation platform.
Responsibilities
- Serve as a key technical contact resolving complex customer issues across phone, chat, and email
- Bridge customer support and engineering teams
- Champion customer needs and advocate for continuous product improvements
- Ensure seamless operations for restaurants, venues, and diners across OpenTable’s global platform
- Manage and resolve complex technical escalations
- Document and escalate technical defects using issue-tracking and ticketing systems
- Collaborate across departmental teams to achieve timely case resolutions
- Work the Wednesday–Sunday, 10:00 AM–7:00 PM EST shift schedule, subject to business needs
Requirements
- 2+ years of experience in technical customer support or a related client-facing role
- Bilingual proficiency with the ability to speak and write fluently in both English and French
- 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 Wednesday–Sunday, 10:00 AM–7:00 PM EST shifts, with flexibility as shifts may change
- Strong written and verbal communication skills with the ability to convey complex technical information clearly
- Demonstrated ability to collaborate effectively across departmental teams
- Experience in hospitality, restaurant management, or SaaS technology is preferred
- Familiarity with bug tracking, queue management, and root-cause analysis is preferred
- Experience creating, maintaining, or enhancing customer support training materials and documentation is preferred
- Strong cross-functional collaboration with engineering and account management teams is preferred
Benefits
- Work from (almost) anywhere for up to 20 days per year
- Company-paid therapy sessions through SpringHealth
- Company-paid subscription to Headspace
- Annual company-wide week off a year
- Paid parental leave
- Generous paid vacation + time off for your birthday
- Paid volunteer time
- 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
- Flexible spending account
- Retirement benefits
- Paid sick leave
- Medical leave
- Bereavement leave
- Floating holidays
- Paid holidays
- Eligible to be considered for an annual bonus
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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