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Customer Support Representative

Remote:

Full Remote

Experience:

Mid-level (2-5 years)

Work from:

United States

Offer summary

Qualifications:

Bachelor's degree preferred, 4+ years in Technical Support, Strong analytical and problem-solving skills, Ability to communicate effectively.

Key responsabilities:

Handle calls and emails from clients
Resolve issues collaboratively with teams

Upland Software Large http://www.uplandsoftware.com

1001 - 5000 Employees

See more Upland Software offers

Job description

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:

InterFAX is seeking a creative Technical Support Engineer to serve as a liaison between the company and its clients. You will be tasked with several responsibilities related to engaging partners and customers, with the goal of providing exceptional customer service and support. Some day-to-day duties will include handling regular calls and emails from partners and customers, communicating and working with other individuals and departments within the organization as needed, and working directly with clients to resolve issues in a timely and efficient manner.

Primary 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

Requirements:

Bachelor’s degree Preferred
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

Desired Skills:

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

Upland Software (Nasdaq: UPLD) is a leader in cloud-based tools for digital transformation. To learn more, visit www.uplandsoftware.com.

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 identity, national origin, disability, veteran status or other legally protected status.