Customer Support Representative

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? 

• Support clients with their use of the MessageFocus platform– answering questions and resolving problems relating to functionality, features and account configuration, etc, along with basic HTML amendments
• Proactively pick-up and respond to support requests via the three inbound channels (chat, email, phone) in a timely and efficient manner – ensuring excellent customer service standards are maintained at all times
• Own and manage cases through their entire life-cycle, ensuring case administration is completed in line with departmental policy
• Provide excellent customer service to Uplands's clients. Understanding client queries quickly and providing concise, clear written and verbal instructions in order to reach a positive outcome on their issue
• Pro-actively develop/maintain an in-depth understanding of MessageFocus platform incl. core functionality, new features and general updates
• Pro-actively develop/maintain an in-depth understanding of key diagnostic tools/systems
• Maintain relationships with key departments

• Excellent Communication Skills & English
• Flexible with working on rotational shifts Mid/Late/Evening
• Demonstrable experience of providing excellent customer service/support
• Applicants should be able to communicate well in writing and over the phone
• Applicant should have demonstrable experience in, or be able to demonstrate an ability to troubleshoot technical issues and relay technical information

• Demonstrable incident/problem management experience
• Knowledge of/aptitude for general web technology
• Knowledge of/aptitude for HTML desirable, but not essential
• Familiarity with Zendesk/Chat Support Applications is preferable.
• College degree or equivalent professional experience
• Experience with software testing or using debugging tools

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.