Customer Support Specialist

Summary

Join Upshop, a leading SaaS platform provider for food retailers, as a Customer Support Specialist. In this role, you will provide exceptional technical support to end-users, resolving software issues through calls and tickets. You will maintain the knowledge base, act as a subject matter expert, and manage escalations. The position requires strong analytical and problem-solving skills, excellent communication, and the ability to work independently and collaboratively. Upshop offers a hybrid work environment and various benefits, including a competitive salary, 401(k) matching, attractive paid time off, and career development opportunities. This is a crucial role supporting a mission-critical platform used by hundreds of retailers and thousands of stores globally.

Requirements

• Proven experience in customer support or technical support, ideally in a software or IT-related field
• Strong analytical, problem-solving, and troubleshooting skills
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
• Excellent communication skills (both verbal and written)
• Ability to work independently with minimal supervision while collaborating as part of a team
• Technical proficiency with software systems, hardware, and network connectivity

Responsibilities

• Provide analytical, technical, and administrative support for software planning, installation, and troubleshooting, ensuring software applications are effectively utilized by end users
• Support the installation, ongoing maintenance, and troubleshooting of proprietary software systems to ensure user satisfaction
• Act as the primary point of contact for end users experiencing application software issues. Respond to inquiries through calls, tickets, or emails to provide timely resolutions
• Schedule dedicated time to resolve user issues in a timely manner, demonstrating problem-solving and technical expertise
• Maintain detailed and accurate records of all support cases within the ticketing system, ensuring that all issues are tracked and resolved efficiently
• Draft and update knowledge base articles for common fixes, and continuously research new features or functionality to expand the knowledge base
• Serve as the SME for client questions and software support inquiries, ensuring that clients receive accurate and relevant assistance
• Document and collect relevant logs, data, and workflows to assist Level 2 teams with escalated issues. Manage escalations from Level 1 to Level 2 for more complex concerns
• Participate in a rotating on-call schedule, providing after-hours support to ensure continuous assistance for end users
• Demonstrate strong verbal and written communication skills, effectively collaborating with end users and team members. Prioritize tasks and manage multiple tickets simultaneously
• Continuously develop and enhance knowledge in software systems, hardware, network connectivity, and peripheral support to stay current with technology trends and improve service quality
• Perform all other duties or special projects as assigned by the Customer Support Manager or leadership team

Preferred Qualifications

• Experience with Zendesk ticketing systems, JIRA or customer service platforms
• Previous exposure to proprietary or enterprise-level SaaS systems is a plus
• Familiarity with basic IT support concepts and troubleshooting techniques
• Self-driven attitude with a passion for learning and personal growth
• Ability to stay calm and efficient under pressure, particularly during escalations

Benefits

• Hybrid
• Competitive salary
• Employer-matched 401(k) plan
• Attractive paid time off policy
• Career growth and development opportunities
• Home office support set-up