What We Do:

We are building the predictive analytics platform to make the world more productive, reliable, safe and secure. We take data from an expanding range of industries and combine our strengths in data science and software development to deliver solutions with actionable insights to companies worldwide. This creates quantifiable efficiencies for businesses, and dynamic challenges for us.

What You'll Do:

As a Product Support Coordinator, you’re joining a fast growing team that operates at the core of Uptake business operations. You will act as the bridge between our customers and the rest of the Uptake team. Product Support provides the first line of support for our existing and potential clients. You’ll maintain and resolve support tickets, with a heavy emphasis on troubleshooting, testing the software applications, and business-wide projects.

NOTE: Employees on this team will work 4 days/week. On Saturdays and Sundays the hours are 12am–12pm and then two weekdays of your choosing from 8am–5pm.

Responsibilities

• Follow Uptake policies and procedures for creating, scrubbing, updating, escalating, transitioning and closing tickets
• Monitor assigned open tickets, contact customers, and update tickets on a timely basis
• Provide responsive support to clients, either during normal business hours or after normal business hours (when scheduled)
• Communicate with departments regarding support issues and communicate updates back to users
• Perform application tests to identify issues and understand user workflows
• Assist in the QA process during application testing
• Complete all daily tasks and projects, on-time and with attention to detail
• Provide excellent customer service using the communication methods designated by Uptake
• Meet identified goals and metrics

Qualifications

Required

• Direct experience supporting clients as a primary contact or lead using phone and/or email
• Experience troubleshooting complex issues
• Professional and clear communication skills, both written and verbal
• Ability to manage multiple tasks and projects
• Willingness to work well within a team
• Demonstrate initiative, a willingness to learn new skills and the capacity to take on increasingly challenging projects
• Product support experience is a plus

 Preferred

• Fluency in Spanish
• Experience using Salesforce, JIRA, Microsoft Suite, and Google Suite
• Experience in an Agile Software Development environment

Why Work Here

We build and deliver, then explore to build more. Curiosity and flexibility enable everything we do, and we get stronger as we make each new industry smarter. As a team, we bring our diverse backgrounds, beliefs and experiences to solve problems no one has yet to solve, at a speed no one has yet to experience. We support and challenge one another to bring out a new best in each of us, and we might have a little fun along the way.