About the role: 

UPshow is seeking a highly organized go-getter and problem-solver who wants to delight our customers by delivering accurate and quick assistance. Our Customer Support Specialist provides top-notch support to our customers via phone and email. After we onboard a new customer, the Customer Support Specialist will help set up and ship devices, along with troubleshooting any issues and monitoring the online health of their devices. Your day will be filled with a range of focused support to our customers. Whether you are helping them troubleshoot a basic WiFi connection or talking them through rebooting their device, you are ready to share your knowledge and provide expert assistance. You gain satisfaction in bringing our customers resolution while elevating the relationship to the next level. If you have customer support experience and are passionate about AV and IT, this role is for you. 

Responsibilities:  

• Answer inbound customer support tickets from conflict to resolution
• Troubleshoot customer issues relating to their internet connection, offline devices, log-in credentials, how to use our UPshow Manager platform and more  all while ensuring customer satisfaction
• Collect insight and provide feedback to the Product team regarding product improvements and bugs 
• Manage reporting and daily tasks related to our Proactive Device Health Program 
• Assist in the creation of our Customer Support processes including knowledge base resources
• Research, resolve and perform root cause analysis for customer escalations
• Partner with Customer Success, Product and other relevant departments to resolve escalations 
• Account creation and permission setting within Salesforce and backend tools
• Coordinate shipment of new and replacement devices 
• Prepare account devices for shipment with our third party vendor

Qualifications:  

• Bachelor’s degree
• 1 - 3 years of customer service and/or technical support experience 
• General understanding of network connectivity and passionate about technology
• Familiar with Project Management methodologies
• Experience working with and managing outsource partners 
• Flexible self-starter who isn’t afraid to jump into the fire 
• Patient demeanor and thoughtful communication skills
• Available to work 1 - 2 nights and weekends per month for streaming events

About UPshow: 

UPshow, the leading in-venue entertainment and marketing platform, is the first and only provider of white-labeled, digital interactive networks for retail and hospitality brands to engage customers and employees directly from their mobile devices.

UPshow’s technology makes it simple for large brands to build and launch engaging and promotional experiences on thousands of in-venue TV screens creating a revolutionary in-venue network that drives customer and employee behaviors at the point of action.

UPshow gives our customers the ability to control what actually goes up on their screens by allowing them to program hyper-local, brand-relevant content such as sports, news, e-gaming, sports odds/betting, viral videos, pay-per-view content, RSS feeds, social media, and interactive games.

We help increase the number of new customers, the check size of their current customers, and the frequency in which customers come back and visit. With over 500 entertainment channels, UPshow is actively growing its content library with the most prolific rights owners.

UPshow also provides a centralized cloud-based content management system that gives retailers complete control on how they program the experiences and offers on these networks, including by day-part, by region, venue, and even down to the individual screen, all done remotely. Retailers can run fleets of A/B tests and use UPshow capabilities to measure and optimize user behaviors. Retailers choose from available templates and content in UPshow’s library and create their own offers and marketing messages to display in harmony with entertaining content.

UPshow's customers include hospitality, fitness, entertainment, and healthcare venues such as Burger King, Buffalo Wild Wings, Anytime Fitness, Dave and Busters, Chick-fil-A, MD Now, UFC Gyms, Dunkin Donuts, Sky Zones, and ATI Physical among others. Its network spans more than 25,000 screens in venues around the world and is doubling in size every year.

As examples, Buffalo Wild Wings uses UPshow to operate their own BWW-branded “OT Channel”. Burger King uses UPshow to operate the BK-branded “KingBoard”. UPshow technology allows brands to create integrated TV-to-mobile activation experiences that drive new behaviors and commerce inside of their venues. The platform’s analytics display and measure the usage and ROI of all the content and interactive offers on these retailer-owned networks.

Through UPshow, retailers are learning that controlling their own networks in this way can be more valuable than using traditional linear TV or regular digital signage, by driving increased business results.

Benefits and Perks: 

• Competitive Compensation 
• Stock Options
• Medical, dental, vision, life, and short-term disability insurance
• Professional Development Programs
• Access to senior management and mentoring opportunities
• Employee Recognition Program
• Unlimited PTO
• Parental Leave
• 401k Match
• Pre-tax Transportation
• Summer Fridays
• Employee Assistance Program
• Work from Anywhere policy, to respond to an ever-changing work climate
• Virtual Social Events including: Team Wins and Highlights from the Month, Cultural and Diversity Spotlights, and Happy Hours

This is a chance for you to join a challenging and inspiring environment where you will have the possibility to make a daily impact. Every day you will work alongside helpful and down-to-earth colleagues who are dedicated and ambitious. Together we create an innovative environment that drives UPshow forward. If you are the right person for the role you will be part of a fantastic journey in a dynamic, high-growth business.

We look forward to your application.

UPshow is an equal opportunity workplace and an affirmative action employer. 

We are always committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Discrimination is not welcome on the basis of any other status protected by the laws or regulations in the locations where we work.