Customer Support Analyst

At Upland Software, you’ll find smart, creative teams who love working together to deliver value for our customers, and a global culture of growth and possibility. Our operating model has always supported remote work—and as we keep growing and evolving our workplace, that won’t change. We’re passionate. We’re proactive. We take pride in our work, and we love a good challenge. Sound like you?

Opportunity Summary:

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.

Primary 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
• Coordinate 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:

• US Citizen
• University Degree in CS related field OR equivalent experience
• At least 2 years of experience in customer support environment preferred.
• Knowledge of web application servers, operating Systems, databases.
• Junior level programming in HTML, CSS, jQuery, JSP’s, understand Java
• Understanding of Project Management processes and best practices
• Knowledge of Help Desk applications, ITSM applications.
• Understanding of knowledge centric applications
• Ability to work independently and cooperatively as a team.
• Ability to listen, understand and handle customer inquiries, problems or complaints in a timely manner.
• Excellent communication skills.
• Excellent organizational and analytical skills.
• Good problem-solving and time management skills.
• Demonstrates interest to learn.

Desired Skills:

• Junior level programming in HTML, CSS, jQuery, JSP’s, understand Java
• Understanding of Project Management processes and best practices
• Knowledge of Help Desk applications, ITSM applications.
• Understanding of knowledge centric applications

Upland Software (Nasdaq: UPLD) is a leader in cloud-based tools for digital transformation. To learn more, visit www.uplandsoftware.com.

Upland Software is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other legally protected status.