Technical Support Representative (Former Employee) – Denver, CO – 5 July 2017
Tech Support Reps are working in a call center environment. You will be handling mostly inbound calls and emails. Any outbound call you make will likely be a call-back request from a restaurant. There is no selling in this role, and the people you talk to are generally pleasant.
Company starts you with an adequate 3 weeks of training to familiarize yourself with OpenTable products and services. The technology they provide is higher quality than most call-centers (Powerful new Laptop, 2 big monitors, Good headsets, etc).
You'll work in a small team and be assigned a supervisor. There is a nice group culture you'll establish with your team, and the supervisors are generally helpful without micromanaging. Break times and lunches are sufficient enough to get away from your desk.
You will experience a wide range of call types: From simple password resets and gift card inquires, to very involved Networking and Hardware configuration. I really enjoyed some of the more difficult calls that taught me Router configuration skills and Network troubleshooting. There is a small Tier 2 Tech Support team, but they really do give Tier 1 reps a lot of permission to try and resolve difficult cases.
Unfortunately, the abilities of Tier 1 reps has a huge talent discrepancy. Some of the T1 reps are highly adept to computer/network troubleshooting while others know next to nothing. There are a number of T1 reps who have no business handling a restaurants network settings, but everyone is getting the same calls. This leads to unpredictable levels of service that restaurants receive whenmore... calling the support line.
I personally don't think the recruitment team is honest enough with applicants about how technical this role can get. They focus more on customer service skills, which is important, but doesn't resolve technical issues. It's not fair for restaurants to call a tech support line and talk with someone who doesn't know how to troubleshoot. Team Supervisors generally do pretty well at coaching Reps on how to improve these skills, but the discrepancy in service abilities is still massive.
Standard Operating Procedures for handling Salesforce cases and proper troubleshooting methods were constantly changing when I worked there. This was likely due to the transition phase between 3rd party and internal support.
If you're comfortable speaking to people over the phone and have a decent general knowledge of computer technology this is a good job. If you aren't comfortable navigating your way around a computer, this job can get overwhelming.less
Great Company Culture, Well Supplied Tech Products, Adequate Training, Solid Benefits Package.
Unclear Standard Operating Procedures, Disorganized Salesforce Cases, Large discrepancy in skills between Tier 1 Reps.
Technical Support Representative (Former Employee) – Denver, CO – 20 December 2016
The company was taking over an outbound call center for Computer/Network Support Technicians. Well they branded it as that but the pay to way lower than the standard and than labeled it as plain CSR. Even though I would route into people's internet networks and systems every day. The most they cared about was not solving the issue but making sure the consumer was left satisfied and smiling. I get that but I thought I was going in as a tech network position. Didn't know this was going to be phone help phone center.
Fun job, Brutally Condescending and Cliquey Directors
Sales Executive (Former Employee) – San Francisco, CA – 4 April 2016
Fun Job. Not what it used to be. The fraternity that is "The directors" cannot be trifled with. Butt-kissers will do well. If you cross the female director with anything other than submissiveness, your fate is sealed.
Managerial Hostess (Former Employee) – West Chester, PA – 10 November 2015
Insured that clients were kept updated on the status of reservation to their satisfaction. Welcomed and seated clients, making sure tables were set and ready as soon as possible to insure smooth turnover of clients during dinner service. In charge of reservations via OpenTable, as well as scheduling hours for hostess shifts, and training of new hostesses.
Project Coordinator for UK and Germany (Former Employee) – London, ENG – 16 June 2015
OpenTable is a great company employing many inspiring individuals coming mostly from the hospitality background or with a fair amount of experience from this said background.
The work pace is often quite hectic, yet with the focus on improvement in every way. As fast paced as the work is, the development and improvement of the processes and company itself is the same. It is meticulous in small yet important details.
Great work environment with lots of valuable friendships.
Accounts Receivable Accountant (Former Employee) – San Francisco, CA – 6 January 2015
Some managers were VERY inflexible. Sometimes it seemed a little unfair, like it seemed like promotions were given based on who management likes, and not work quality. Co-workers were all great, I had a lot of fun working here and learned a lot.