Tier 2 Technical Support Representative (English-speaking)

POSITION SUMMARY:

The Technical Support Representative at UpKeep  provides exceptional technical support to our customers through phone email and chat. This hybrid role combines Tier 1 and Tier 2 responsibilities focusing on delivering unparalleled support troubleshooting complex technical issues and collaborating closely with the Engineering team to refine customer experiences and product functionality.

Fluency in English is required for this role. Please submit your application and resume in English.

KEY RESPONSIBILITIES:

• Provide top-tier technical support to all customers ensuring thorough troubleshooting and understanding the complete context of each issue.

• Handle complex technical inquiries across multiple UpKeep products including UpKeep CMMS UpKeep Edge and UpKeep DataHub requiring in-depth technical knowledge and advanced problem-solving skills.

• Proactively reach out to customers to resolve urgent issues adding a personal touch to the support experience and fully grasping the context of their situations.

• Collaborate with Engineering to troubleshoot bugs escalate issues and provide feedback ensuring clear communication and actionable steps toward resolution.

• Manage product-related questions general inquiries and billing issues directing them appropriately and maintaining clarity in communications.

• Create and maintain customer resources such as help articles videos custom reports and dashboards to enhance the support experience.

• Collect and relay customer feedback to relevant departments to drive continuous improvement and product development.

• Offer premium support to key customers including managing inquiries from UpKeep Premium Support customers to ensure white-glove service. This includes proactive outreach through calling or setting up video sessions.

• Ensure SLAs and CSAT metrics for response times are achieved to maintain customer satisfaction and retention.

EXPERIENCE :

• 3-5 years of technical support experience.

KNOWLEDGE :

• In-depth technical knowledge and understanding of software APIs and databases

• Familiarity with customer service software and ticketing systems

• Experience with data analysis and reporting

• Familiarity with Intercom and SQL is a plus

• Proficient in engaging with customers through multiple platforms including chat email phone and teleconferencing ensuring effective and responsive communication tailored to each medium.

DESIRED BEHAVIORS:

• Receptive to change – is flexible. Seeks and adopts improved approaches and processes.

• Initiates action – is results-oriented and takes responsibility for actions and outcomes. Meets commitments and strives for high performance.

• Manages the workload - makes timely decisions prioritizes effectively solves problems monitors results and takes remedial action where necessary.

• Technically proficient – able to apply the technical knowledge and skills required in the job role and responsibilities in order to achieve the expected outputs.

• Takes responsibility for own learning - knows personal strengths recognizes development needs and takes action to improve. Is open to feedback and always seeks to learn.

• Communicates ideas – respectfully exchange information and propose a way forward. Listen to the views of colleagues and take in diverse perspectives.

• Works collaboratively – shares knowledge and information fosters teamwork and contributes to a positive work environment where people want to come to work.

• Display ethical character and competence - acts with integrity and intent is accountable for own actions behaves according to the company values.

At UpKeep we celebrate and support our differences. We know employing a team rich in diverse thoughts experiences and opinions allows our employees our products and our community to flourish. UpKeep is honored to be an equal-opportunity workplace. We are dedicated to equal employment opportunities regardless of race color ancestry religion sex national orientation age citizenship marital status disability gender identity sexual orientation or Veteran status.