uConnect is hiring a
Customer Support Specialist

Summary

The job is for a 6-month contract Support Specialist position at uConnect, a remote company that improves access to career services. The role involves providing email support, troubleshooting issues, configuring platform settings, and collaborating with the team to improve user experience.

Requirements

• Ability to follow directions accurately and efficiently
• Excellent verbal and written communication skills
• Ability to work independently and as part of a team
• A willingness to learn and ask questions
• Strong help desk skills with a focus on resolving user issues promptly
• High attention to detail and ‘reading between the lines’ of customer requests
• Willingness to ‘roll up your sleeves’ and troubleshoot issues quickly and efficiently
• Experience configuring fields in an admin console within a SaaS product
• Experience with DNS, SSO, .csv imports, and spreadsheets
• Can provide a regular schedule Monday through Friday to provide consistent assistance in the support queue

Responsibilities

• Provide email support to uConnect customers via internal ticket queue
• Resolve general questions, complete platform configuration and set up integrations on clients’ behalf
• Troubleshoot and escalate issues to relevant functional teams or account owners
• Configure fields in the admin console of our SaaS product, such as DNS, single-sign on (SSO) issues, and manage .csv imports
• Maintain high standards for response and resolution times, ensuring user satisfaction
• Collaborate with the Support Team to share trends, insights, and improve the overall user experience
• Review documentation and flag opportunities for additional internal and external, client-facing documentation

Preferred Qualifications

• Familiarity with HubSpot Service Queue or similar support platforms is a plus
• Knowledge of WordPress or previous experience using uConnect is a plus
• Previous experience in an Enterprise SaaS Customer Support team

Benefits

• Competitive compensation, including participation in a generous employee equity stock option program
• A wide range of employee benefits
• UConnect is an equal opportunity employer