Customer Support Engineer diagnosing broadband software and network issues for global service providers. Providing bilingual English - Spanish support, documentation, training, and technical escalations.
About the role
- Customer Support Analyst role at Upland Software focused on technical support and enhancing customer satisfaction. Join a collaborative team working remotely in Canada.
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
Requirements
- College Diploma or University Degree in CS or IMS related field OR equivalent experience
- Knowledge of Windows Operating Systems, telephony, networking, Internet and web servers
- Ability to work independently and cooperatively as a team
- Excellent organizational and analytical skills
- Good problem-solving and time management skills
- Excellent flexibility and change management skills
- Demonstrates interest to learn
- Background in entry level programming (HTML/Java/.NET)
- Experience supporting SaaS applications
- Knowledge of 3rd party applications such as Salesforce, Microsoft CRM, ServiceNow
- Advanced knowledge of Networking
- Network or MS Certifications
- Experience in the Knowledge Management space
Benefits
- Health insurance
- Remote work options
- Professional development opportunities
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