Product Support Specialist

Uptick•Denver, CO

3d•$70,000 - $80,000•Hybrid

About The Position

We’re looking for a thoughtful and empathetic person to join our Product Support team in the UK. You’ll be working on the frontline as part of a fast growing team. You will be joining a team of 25+ Uptick colleagues in the US as we grow rapidly based on our incredible success in the UK and Australia. The pace of growth is not to be underestimated as we take proven product-market fit in the US and accelerate with an ever-expanding GTM team. Uptick will empower the person in this role to grow their career with efficient and effective decision-making, problem solving and communication. You’ll thrive here if you’re curious, resourceful, and energized by learning and collaboration. You’ll be supported by a high-trust team that’s committed to doing meaningful work while building a company we’re proud of.

Requirements

Technologically adept, technically precise
Proficiency with Excel / Google Sheets
A passion for creating value for customers and helping them get the most out of our product.
Care deeply, genuinely, and passionately about Product Support and about the role it plays in making a customer focused team successful
Not be afraid of technology - have a desire to get stuck in and understand Uptick as a product & how deeply it is embedded in our Customer’s workflows.
Experience setting expectations and communicating with clients over phone, email & chat

Responsibilities

Provide thoughtful, personalised support to Uptick users through in-product messaging and phone channels.
Triage incoming requests and spot trends in customer issues to flag to the wider team.
Exhibit strong communication skills, including: modifying your approach to different types of customers and situations; as well as setting or adjusting customer expectations.
Exhibit exceptional critical thinking and problem solving - be curious, explore and offer Uptick solutions to clients that will best-suit their needs
Identify, reduce, and document bugs for our developer teams.
Contribute to the ongoing learning and success of the team, and the company, by sharing knowledge through mentorship, collaboration, and aiding in documentation.
Fast learner - can listen, follow instructions and asks questions
Ask for help. You know when something is over your head and are not afraid to seek assistance. You are skilled at explaining technical problems succinctly and clearly.