Support Analyst

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

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

Requirements

• College Diploma or University Degree in CS or IMS related fieldOR 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 timelymanner; 
• Excellent organizational and analyticalskills; 
• Good problem-solving and time managementskills; 
• Excellent flexibility and change management skills; and
• Demonstrates interest to learn.

Desired Skills:

• Background in entry level programming (HTML/Java/.NET)
• Experience supporting SaaS applications
• Knowledge of 3rdparty applications such as Salesforce, Microsoft CRM, ServiceNow
• Advanced knowledge of Networking
• Network or MS Certifications
• Experience in the Knowledge Management space

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 identify, national origin, disability, veteran status or other legally protected status.