Upland Software is looking for a dedicated and enthusiastic Customer Support Representative to join its remote team. This is an excellent opportunity for someone passionate about delivering an exceptional customer experience and building strong relationships with clients.
Applicants must have proven experience providing high-quality customer support and be flexible to work on a rotational shift pattern, including mid, late, and evening shifts. If you are committed to solving problems, exceeding customer expectations, and working in a collaborative remote environment, Upland Software would love to hear from you.
Position: Customer Support Representative
Salary: Competitive
Job Type: Full Time
Location: Remote
About the Role
Description
At Upland Software, you’ll find smart, creative teams who love working together to deliver value for our customers, and a global culture of growth and possibility. Our operating model has always supported remote work—and as we keep growing and evolving our workplace, that won’t change. We’re passionate. We’re proactive. We take pride in our work, and we love a good challenge. Sound like you?
Opportunity Summary:
Reporting to the Support Manager, Customer Support Representatives are tasked with providing exceptional customer service while managing and resolving tickets raised by the Upland client base. With an emphasis on strong communication skills and technical troubleshooting, team members will be responsible for providing speedy resolutions for client challenges while working within the Support team and wider business.
Primary Responsibilities:
- Support clients with their use of the Adestra platform– answering questions, diagnosing, troubleshooting and resolving issues relating to the software application
- Proactively pick-up and respond to support requests via the three inbound channels (chat, email, phone) in a timely and efficient manner – ensuring excellent customer service standards are constantly maintained
- Take ownership of support tickets throughout their entire lifecycle – from initial client contact to final resolution – including escalations to other teams when necessary
- Make certain ticket administration is completed in line with departmental policy
- Provide excellent customer service to Upland’s clients by understanding client queries quickly and providing clear and concise written and verbal instructions to reach a positive resolution to their issue
- Proactively develop/maintain an in-depth understanding of Adestra platform including core functionality, new features and general updates
- Support the creation and upkeep of internal documentation, ensuring troubleshooting steps, procedural guides, and general ‘need-to-know’ information are clear, accurate, and well-maintained.
- Proactively develop/maintain an in-depth understanding of key diagnostic tools/systems
- Maintain relationships with key departments
Requirements:
- Passionate about delivering an amazing customer experience
- Flexible with working on rotational shifts (Mid/Late/Evening)
- Demonstrable experience of providing excellent customer support
- Communicates clearly and concisely both verbally and written
- Experienced with troubleshooting technical issues and relaying technical information
Desired Skills:
- Customer Service experience providing email, phone, and chat support
- Experience creating help articles or contributing to a knowledge base
- Any HTML experience/knowledge
- Familiarity with Zendesk, Salesforce, Jira, or other ticketing systems
- Knowledge of/aptitude for general web technology
- Experience with software testing or using debugging tools
Upland Software (Nasdaq: UPLD) is a leader in cloud-based tools for digital transformation. To learn more, visit .
Upland Software is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, disability, veteran status or other legally protected status.
Required Documents
- CV/Resume
- Cover Letter
Application Process
To learn more about the role and apply, kindly visit HERE
Application Deadline
Open until filled