Upkeep is hiring a
Technical Support Representative

Summary

The Technical Support Representative is responsible for delivering exceptional technical support to UpKeep's customers via various channels, troubleshooting issues, collaborating with the Engineering team, and improving the customer experience by gathering feedback and creating resources. The role requires 2-4 years of experience in a customer-facing support role with technical support experience, excellent communication skills, tech-savviness, superior customer service skills, and adaptability.

Requirements

• 2-4 years of experience in a customer-facing support role, specifically with technical support experience
• Excellent written and verbal communication skills
• Experience with spreadsheet software
• Tech-savvy, adaptable, and comfortable with frequent product updates
• Superior customer service skills

Responsibilities

• Provide exceptional technical support to customers via phone, email, and chat
• Proactively call customers to resolve issues
• Manage product-related questions, technical issues, and general inquiries such as billing and finance
• Troubleshoot and diagnose technical issues through research, testing, and remote screen sharing
• Communicate with customers to answer product questions and diagnose technical problems
• Collaborate with the Engineering team to troubleshoot bugs and escalate issues
• Collect feedback from customers and share it with relevant departments
• Create and maintain customer resources, such as help articles and internal tools