POSITION SUMMARY:
The Technical Support Representative at UpKeep provides exceptional technical support to our customers through phone, email, and chat. This hybrid role combines Tier 1 and Tier 2 responsibilities, focusing on delivering unparalleled support, troubleshooting complex technical issues, and collaborating closely with the Engineering team to refine customer experiences and product functionality.
KEY RESPONSIBILITIES:
- Provide top-tier technical support to all customers, ensuring thorough troubleshooting and understanding the complete context of each issue.
- Handle complex technical inquiries across multiple UpKeep products, including UpKeep CMMS, UpKeep Edge, and UpKeep DataHub, requiring in-depth technical knowledge and advanced problem-solving skills.
- Proactively reach out to customers to resolve urgent issues, adding a personal touch to the support experience and fully grasping the context of their situations.
- Collaborate with Engineering to troubleshoot bugs, escalate issues, and provide feedback, ensuring clear communication and actionable steps toward resolution.
- Manage product-related questions, general inquiries, and billing issues, directing them appropriately and maintaining clarity in communications.
- Create and maintain customer resources, such as help articles, videos, custom reports, and dashboards, to enhance the support experience.
- Collect and relay customer feedback to relevant departments to drive continuous improvement and product development.
- Offer premium support to key customers, including managing inquiries from UpKeep Premium Support customers to ensure white-glove service. This includes proactive outreach through calling or setting up video sessions.
- Ensure SLAs and CSAT metrics for response times are achieved to maintain customer satisfaction and retention.
EXPERIENCE:
- 3-5 years of technical support experience.
KNOWLEDGE:
- In-depth technical knowledge and understanding of software, APIs, and databases
- Familiarity with customer service software and ticketing systems
- Experience with data analysis and reporting
- Familiarity with Intercom and SQL is a plus
- Proficient in engaging with customers through multiple platforms, including chat, email, phone, and teleconferencing, ensuring effective and responsive communication tailored to each medium.
DESIRED BEHAVIORS:
- Receptive to change – is flexible. Seeks and adopts improved approaches and processes.
- Initiates action – is results-oriented, and takes responsibility for actions and outcomes. Meets commitments and strives for high performance.
- Manages the workload - makes timely decisions, prioritizes effectively, solves problems, monitors results, and takes remedial action where necessary.
- Technically proficient – able to apply the technical knowledge and skills required in the job role and responsibilities in order to achieve the expected outputs.
- Takes responsibility for own learning - knows personal strengths, recognizes development needs, and takes action to improve. Is open to feedback and always seeks to learn.
- Communicates ideas – respectfully exchange information and propose a way forward. Listen to the views of colleagues and take in diverse perspectives.
- Works collaboratively – shares knowledge and information fosters teamwork, and contributes to a positive work environment where people want to come to work.
- Display ethical character and competence - acts with integrity and intent, is accountable for own actions, behaves according to the company values.
At UpKeep, we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our products, and our community to flourish. UpKeep is honored to be an equal-opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, age, citizenship, marital status, disability, gender identity, sexual orientation, or Veteran status.