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

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