Customer Support Specialist

Position Overview

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Upshop is the foremost provider of a SaaS platform designed to streamline forecasting, ordering, production, and inventory optimization processes for food retailers. Its unified platform simplifies and enhances associate tasks, promoting smarter and more interconnected operations across Fresh, Center, DSD, and eCommerce departments. With over 450+ retailers and 50,000+ stores relying on its mission-critical operations platform globally, customers have witnessed substantial enhancements in sales, shrinkage reduction, food safety, and sustainability throughout their stores.

The Customer Support Specialist (CSS) is a proactive and driven professional dedicated to delivering exceptional customer service. With a strong sense of emotional intelligence, self-awareness, and a commitment to continuous learning, the CSS plays a vital role in supporting end users. They provide technical support by fielding calls and responding to requests through the ticketing system, ensuring that users receive timely solutions to software issues. Working with minimal supervision, the CSS is also a key contributor to the knowledge base and acts as a subject matter expert (SME) for client inquiries.

Key Responsibilities

• Software Support: Provide analytical, technical, and administrative support for software planning, installation, and troubleshooting, ensuring software applications are effectively utilized by end users.
• Installation & Maintenance: Support the installation, ongoing maintenance, and troubleshooting of proprietary software systems to ensure user satisfaction.
• User Assistance: Act as the primary point of contact for end users experiencing application software issues. Respond to inquiries through calls, tickets, or emails to provide timely resolutions.
• Issue Resolution: Schedule dedicated time to resolve user issues in a timely manner, demonstrating problem-solving and technical expertise.
• Ticket Management: Maintain detailed and accurate records of all support cases within the ticketing system, ensuring that all issues are tracked and resolved efficiently.
• Documentation: Draft and update knowledge base articles for common fixes, and continuously research new features or functionality to expand the knowledge base.
• Subject Matter Expertise: Serve as the SME for client questions and software support inquiries, ensuring that clients receive accurate and relevant assistance.
• Escalation Management: Document and collect relevant logs, data, and workflows to assist Level 2 teams with escalated issues. Manage escalations from Level 1 to Level 2 for more complex concerns.
• On-Call Support: Participate in a rotating on-call schedule, providing after-hours support to ensure continuous assistance for end users.
• Communication & Multi-tasking: Demonstrate strong verbal and written communication skills, effectively collaborating with end users and team members. Prioritize tasks and manage multiple tickets simultaneously.
• Continuous Learning: Continuously develop and enhance knowledge in software systems, hardware, network connectivity, and peripheral support to stay current with technology trends and improve service quality.
• Additional Duties: Perform all other duties or special projects as assigned by the Customer Support Manager or leadership team.

Required Qualifications

• Proven experience in customer support or technical support, ideally in a software or IT-related field.
• Strong analytical, problem-solving, and troubleshooting skills.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Excellent communication skills (both verbal and written).
• Ability to work independently with minimal supervision while collaborating as part of a team.
• Technical proficiency with software systems, hardware, and network connectivity.

Desired Skills