SUMMARY:
The Technical Support Representative is tasked with delivering unparalleled technical support to our customers via phone, email, and chat. This role encompasses not only troubleshooting and diagnosing technical issues but also collaborating closely with the Engineering team and gathering feedback to refine the customer experience. Emphasis is placed on thorough troubleshooting, understanding the full context of issues, thinking outside the box, practicing active listening, being actionable, and ensuring clarity in communications.
RESPONSIBILITIES:
- Provide exceptional technical support to customers via phone, email, and chat, ensuring thorough troubleshooting and understanding the complete context of each issue.
- Proactively call customers to resolve issues, adding urgency and a personal touch to the support experience, while fully grasping the who, what, when, where, and whys of their situations.
- Manage product-related questions, technical issues, and general inquiries such as billing and finance, directing them appropriately as needed.
- Troubleshoot and diagnose technical issues through research, testing, and remote screen sharing, thinking outside the box to find solutions.
- Communicate with customers to answer product questions and diagnose technical problems, practicing active listening to understand the desired outcomes and working towards achieving them.
- Collaborate with the Engineering team to troubleshoot bugs and escalate issues, being actionable and moving things forward with clarity on what needs to be done and when help is needed.
- Collect feedback from customers and share it with relevant departments to drive continuous improvement, ensuring clear communication about needs and solutions.
- Create and maintain customer resources, such as help articles and internal tools, to provide clear and accessible support.
EXPERIENCE:
- 2- 4 years of experience in a customer-facing support role, specifically with technical support experience.
KNOWLEDGE:
- Self-starter and self-learner, continuously striving to improve oneself and processes.
- Prior technical support experience working directly with customers.
- Excellent written and verbal communication skills, with an emphasis on clarity and active listening.
- Experience with spreadsheet software.
- Tech-savvy, adaptable, and comfortable with frequent product updates.
- Superior customer service skills, being resourceful, compassionate, and solution-oriented, with a strong understanding of software and emerging technologies.
DESIRED BEHAVIORS:
- Open to change, flexible, and always looking for improved approaches and processes.
- Accountable for actions and outcomes, committed to high performance and meeting commitments.
- Efficiently manages workload through timely decisions, prioritization, problem-solving, and result monitoring.
- Technically proficient, applying necessary technical knowledge and skills.
- Committed to personal learning and continuous improvement.
- Communicates effectively, valuing diverse perspectives and proposing forward-moving solutions.
- Collaborative, sharing knowledge and information, and enhancing teamwork.
- Exhibits ethical character and competence, acting with integrity and accountability.
- Acts as a committed and responsible member of the UpKeep community.
At UpKeep, we value diversity and strive to create an inclusive workplace that celebrates and supports our differences. We are an equal-opportunity employer and welcome applicants from all backgrounds regardless of race, color, ancestry, religion, sex, national orientation, age, citizenship, marital status, disability, gender identity, sexual orientation, or Veteran status.
