Customer Support Specialist

5 days ago

Coventry, United Kingdom Upland Software Full time

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**:
The Upland Revenue Optimization Customer Success Team is looking for a confident, self-starting and responsive Customer Support Agent to join our Customer Support team. A career with Upland offers the chance to work in an exciting, rapidly expanding company on the leading edge of software solution development in our industry. Our team shares an intense belief in creativity, innovation and the entrepreneurial spirit.

**Primary Responsibilities**:

- Provide exceptional technical assistance to our customers and stakeholders.
- Where required, review system and data logs to determine where issues lie.
- Take ownership of technical issues, resolving directly where possible. Work with the engineering team to resolve more in-depth issues when necessary - ensuring the engineering team has all the information required to efficiently address the issue.
- Document customer issues, log resolutions and record outcomes of customer communications.
- Patch and upgrade customers as necessary.
- Contribute to the support knowledge base to facilitate the faster resolution of issues.
- Identify enhancements to Upland software products and related customer documentation which would have a positive impact on the number of issues raised or on their resolution time.

**Requirements**:

- Bachelor’s Degree in relevant discipline or equivalent experience.
- 2-4 years business experience in a technical support role.
- Working knowledge of Zendesk is highly desirable
- Knowledge of the SQL would be an asset.
- Excellent analytical, problem solving and troubleshooting skills.
- Experience in a customer-facing role and with handling difficult customer situations.
- Excellent communicator.
- A team player with the ability to work under pressure.
- Capacity to organize individual workload.
- Ability to work independently and as part of a globally distributed team.
- Excellent flexibility and change management skills
- Demonstrated interest to learn.

**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.

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