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Company

Upland Software · 8 hours ago

Customer Support Representative

United States

Full-time

Remote

Mid Level

4+ years exp

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Software Development

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Responsibilities

The ability to prioritize and manage several different tasks at once

Support partners and customers while providing first rate customer service

Improve partner and customer satisfaction by improving responsiveness and anticipating their needs

Manage and solve platform issues using little to no supervision

Proactively monitor and resolve issues with the platform

Think critically to reproduce and resolve problem

Document all aspects, including reproductions and resolutions within the support ticketing system

Own escalated issues and drive them through to resolution by working with appropriate teams

Work on-call after-hours support rotations as required

Other duties as assigned

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical SupportCRM systemsFax technologyTelephony servicesSQLFirewallsRoutersMicrosoft Windows

Required

4+ years of experience working in Technical Support.

Ability to communicate clearly and effectively both verbally and in writing with customers and internal teams

Strong analytical, problem solving and troubleshooting skills

High level of self-motivation with a strong desire to solve problems and ability to multi-task following priorities and adhering to SLAs.

Team player and Fast learner – New environment and processes

Preferred

Bachelor’s degree Preferred

Experience with CRM systems a plus

Working knowledge of fax technology and/or telephony services

Networking, including firewalls and routers

Basic SQL knowledge/experience

Microsoft Windows operating system experience is helpful

Company

Upland Software

Glassdoor

3.3

Upland Software (NASDAQ: UPLD) helps customers increase revenue and reduces costs with a powerful cloud software library that provides choice, flexibility, and value.

Founded in 2010

Austin, Texas

1,001-5,000 employees