[Hiring] Support Analyst @Upland Software

Role Description

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
• 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

Qualifications

• 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
• Ability to listen, understand and handle customer inquiries, problems or complaints in a timely manner
• Excellent organizational and analytical skills
• Good problem-solving and time management skills
• Excellent flexibility and change management skills
• Demonstrates interest to learn

Desired Skills

• 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

Company Description

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.