Uptake's business is global, disruptive, differentiated and approaches the market in a new way. We help customers identify hidden value and create growth through business and technology innovation, while also enabling cost efficiencies that generate industry-leading business performance. Our team drives this success by connecting customers and partners to the value of the Internet of Things, business-centric architectures, and key technology transitions.

An Uptake Application Specialist provides the first line of support for our existing and potential clients.  This position includes frequent phone and email interaction with our clients and requires the development of in-depth technical product knowledge, and the highest level of customer service skills.  On a daily basis, an Application Specialist accurately creates, maintains, and resolves tickets with the help of other Application Specialists and Uptake teams to resolve issues and escalate emergency tickets to the proper channel (if necessary).  It is critical that an Application Specialist maintains accurate records of all activities and interactions with Zendesk and responds to clients within identified service level agreements time frames. This role will inform management of critical issues regarding personnel, performance, client perception, and project statuses, and will work closely with colleagues to ensure consistent, high quality service.

Responsibilities:

Technical Skills

• Possesses or rapidly develops the skills, knowledge, and experience to capably perform the Application Specialist’s position duties

• On a daily basis, responds to client questions, problems, and work requests

Policy/Procedures

• Follows appropriate Uptake policies and procedures for creating, scrubbing, updating, escalating, transitioning, and closing tickets.  Attention to detail when coding and documenting tickets is essential for accurate reporting and maintaining historical ticket data

• Proactively monitors assigned open tickets, contacts customers, and updates tickets on a timely basis, according to the SLA

• Provides responsive support to clients, either during normal business hours or after normal business hours(when scheduled). Working early/late shifts and being on-call could be required of the qualified Application Specialist staff

• Completes all daily tasks and projects as requested, on-time, and with attention to detail and quality

• Accurately tracks time on a daily basis

Other

• Provides excellent customer service using the communication methods designated by Uptake

• Is flexible to work any shift, on-call schedule, or other timeframes as needed or requested by Uptake management

• Demonstrates initiative to learn new skills and take on increasingly challenging projects

• Communicates clearly and professionally, with both colleagues and clients, in written and verbal form

• Meets identified goals in regards to Field Operations Support metrics

• Arrives to work, meeting appointments, web events, and other scheduled events “on time”