Technical Support Advisor

Summary

Join Uberall as a Technical Support Advisor and help our clients navigate our Location Marketing Cloud. You will manage technical support requests, escalate bugs, and collaborate with colleagues across departments. This role requires experience in customer/technical support, preferably in a B2B SaaS environment, excellent communication skills, and the ability to work independently and remotely. Uberall offers a competitive compensation and benefits package, including flexible work arrangements, remote work options, paid parental leave, professional development opportunities, and a supportive and inclusive work culture.

Requirements

• Experience in Customer/Technical Support, preferably within a B2B SaaS environment
• You have excellent oral and written communication skills
• You can work independently and are comfortable working remotely
• You are motivated by finding great solutions for our customers and you will be able to offer a truly service-oriented approach
• You can quickly familiarise yourself with new and technically complex issues, prioritize them, and organize yourself
• Ideally, you have already worked with ticket and CRM systems in the past (e.g. Jira, Salesforce)
• You are comfortable with Excel/Google Sheets
• You have experience working in an international team
• You are open to new ideas and approaches
• You are comfortable researching new issues

Responsibilities

• Manage technical support requests from our clients while focusing on KPIs like customer satisfaction
• Responsible for escalating bugs through the appropriate internal channels (e.g. Jira) and teams
• Collaborate closely with your colleagues in the wider Customer Organization including Customer Success, Sales, Implementation, etc

Preferred Qualifications

• You have basic MySQL skills and can write/update queries
• You have an understanding of HTML, CSS, and JavaScript and can troubleshoot browser errors
• You have previous experience using APIs
• You have worked with and can navigate Postman
• You have a basic understanding of location management on networks such as Google and Facebook

Benefits

• A mission with meaning and purpose
• A truly human culture
• Flexibility to fit your lifestyle
• A piece of the pie Our pay & perks are competitive, and you better believe we review them on the regular to make sure they stay that way. We grow together, so of course all Uberallers are part of our long-term incentive program through VSOP/ESOP
• Emotional and intellectual connection Events and alignment sessions
• Health and Wellness We prioritize your wellness with generous holiday time, paid parental and circumstantial leave, and individualized health and wellness opportunities depending on your location
• All-access pass
• Everyday growth We support you on your non-stop learning journey. We offer development dialogues, live workshops on topics like resilience and feedback, and a Leadership Academy to make sure our leaders have all the tools to bring out the very best in teams. We also invest in your growth with a learning grant program reinforcing our commitment to fostering a culture of continuous learning
• Top-of-the-line tech