Support Analyst

Upland Software

8d

About The Position

The role of Customer Support Analyst is a good fit for any person that is
passionate about technology and is willing to go above and beyond
to improve customer satisfaction. We strive to maintain an environment that is
highly collaborative, fast-paced and full of positive energy and we’re looking
for individuals who will help meet and exceed that standard! The average day is
spent working on customer issues and requests and making sure those issues and
requests are resolved to the customer’s satisfaction all while constantly
learning and exploring the new and exciting technology that our products
deliver.

Requirements

• College Diploma or University Degree in CS or IMS related fieldOR equivalent experience
• Knowledge of Windows Operating Systems, telephony, networking, Internet and web servers.
• Ability to work independently and cooperatively as a team;
• Ability to listen, understand and handle customer inquiries, problems or complaints in a timelymanner;
• Excellent organizational and analyticalskills;
• Good problem-solving and time managementskills;
• Excellent flexibility and change management skills; and
• Demonstrates interest to learn.

Nice To Haves

• Background in entry level programming (HTML/Java/.NET)
• Experience supporting SaaS applications
• Knowledge of 3rdparty applications such as Salesforce, Microsoft CRM, ServiceNow
• Advanced knowledge of Networking
• Network or MS Certifications
• Experience in the Knowledge Management space

Responsibilities

• Technical Support of Upland products
• Interact with customers via phone/email to provide effective service and support
• Report product or solution problems to engineering and follow-up on resolution
• Execute installations and upgrades
• Identify areas for improvement and make constructive suggestions for change
• Continually seek opportunities to increase client satisfaction and deepen client relationships
• Ensure customer satisfaction through reporting, follow-up and appropriate problem closure

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 251-500 employees