Customer Support Representative

Customer Success Remote, United States

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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.

 

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