Join to apply for the Customer Support Representative role at Upland Software

Join to apply for the Customer Support Representative role at Upland Software

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

Reporting to the Support Manager, Customer Support Representatives are tasked with providing exceptional customer service while managing and resolving tickets raised by the Upland client base. With an emphasis on strong communication skills and technical troubleshooting, team members will be responsible for providing speedy resolutions for client challenges while working within the Support team and wider business.

Primary Responsibilities

• Support clients with their use of the Adestra platform– answering questions, diagnosing, troubleshooting and resolving issues relating to the software application
• 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 constantly maintained
• Take ownership of support tickets throughout their entire lifecycle – from initial client contact to final resolution – including escalations to other teams when necessary
• Make certain ticket administration is completed in line with departmental policy
• Provide excellent customer service to Upland’s clients by understanding client queries quickly and providing clear and concise written and verbal instructions to reach a positive resolution to their issue
• Proactively develop/maintain an in-depth understanding of Adestra platform including core functionality, new features and general updates
• Support the creation and upkeep of internal documentation, ensuring troubleshooting steps, procedural guides, and general ‘need-to-know’ information are clear, accurate, and well-maintained.
• Proactively develop/maintain an in-depth understanding of key diagnostic tools/systems
• Maintain relationships with key departments
  
  

• Passionate about delivering an amazing customer experience
• Flexible with working on rotational shifts (Mid/Late/Evening)
• Demonstrable experience of providing excellent customer support
• Communicates clearly and concisely both verbally and written
• Experienced with troubleshooting technical issues and relaying technical information
  
  

• Customer Service experience providing email, phone, and chat support
• Experience creating help articles or contributing to a knowledge base
• Any HTML experience/knowledge
• Familiarity with Zendesk, Salesforce, Jira, or other ticketing systems
• Knowledge of/aptitude for general web technology
• Experience with software testing or using debugging tools
  
  

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Software Development

Referrals increase your chances of interviewing at Upland Software by 2x

Sign in to set job alerts for “Customer Support Representative” roles.

Margate, England, United Kingdom 2 months ago

Brighton, England, United Kingdom 2 months ago

Leeds, England, United Kingdom 2 months ago

Whitstable, England, United Kingdom 2 months ago

Canterbury, England, United Kingdom 2 months ago

Edinburgh, Scotland, United Kingdom 2 months ago

Rye, England, United Kingdom 2 months ago

Southampton, England, United Kingdom 2 months ago

Cambridge, England, United Kingdom 2 months ago

Greater Manchester, England, United Kingdom 2 months ago

Bath, England, United Kingdom 2 months ago

Liverpool, England, United Kingdom 2 months ago

Nottingham, England, United Kingdom 2 months ago

Birmingham, England, United Kingdom 2 months ago

Bristol, England, United Kingdom 2 months ago

Leamington Hastings, England, United Kingdom 2 months ago

Newcastle Upon Tyne, England, United Kingdom 2 months ago

Sheffield, England, United Kingdom 2 months ago

London, England, United Kingdom 2 weeks ago

Greater London, England, United Kingdom 1 day ago

London, England, United Kingdom 2 weeks ago

Ireland, England, United Kingdom 2 weeks ago

Greater Bristol Area, United Kingdom 1 day ago

Greater Bristol Area, United Kingdom 1 day ago

London, England, United Kingdom 1 week ago

Customer Service Advisor- Working from Home

West Kilbride, Scotland, United Kingdom 4 weeks ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.