Tier 2 Technical Support Representative

UpKeep is the leading cloud-based Asset Operations Management software developed to revolutionize the way teams manage facilities and maintenance work. We provide mobile-first SaaS solutions, Industrial IoT sensors, data analytics tools, advanced enterprise integrations, and top-notch professional services. Our innovative technology is modernizing workflows and maximizing operational efficiency for over 3,000 customers including Shell, Yamaha, Unilever, McDonalds, Subway, Pepsi, and Marriott!

We're a Series B tech startup with 100+ team members across the US. We've been recognized as a "Best Place to Work" multiple years in a row by fostering an inclusive and mission-driven culture. In addition to stock options and great benefits, our people have the flexibility to work remote. UpKeep is ranked the #1 Facility Management software on Gartner, #1 Maintenance Management software on G2 Crowd, FrontRunners on Software Advice, and CMMS Leader on IDC MarketScape.

POSITION SUMMARY:

The Technical Support Representative at UpKeep  provides exceptional technical support to our customers through phone, email, and chat. This hybrid role combines Tier 1 and Tier 2 responsibilities, focusing on delivering unparalleled support, troubleshooting complex technical issues, and collaborating closely with the Engineering team to refine customer experiences and product functionality.

KEY RESPONSIBILITIES:

• Provide top-tier technical support to all customers, ensuring thorough troubleshooting and understanding the complete context of each issue.

• Handle complex technical inquiries across multiple UpKeep products, including UpKeep CMMS, UpKeep Edge, and UpKeep DataHub, requiring in-depth technical knowledge and advanced problem-solving skills.

• Proactively reach out to customers to resolve urgent issues, adding a personal touch to the support experience and fully grasping the context of their situations.

• Collaborate with Engineering to troubleshoot bugs, escalate issues, and provide feedback, ensuring clear communication and actionable steps toward resolution.

• Manage product-related questions, general inquiries, and billing issues, directing them appropriately and maintaining clarity in communications.

• Create and maintain customer resources, such as help articles, videos, custom reports, and dashboards, to enhance the support experience.

• Collect and relay customer feedback to relevant departments to drive continuous improvement and product development.

• Offer premium support to key customers, including managing inquiries from UpKeep Premium Support customers to ensure white-glove service. This includes proactive outreach through calling or setting up video sessions.

• Ensure SLAs and CSAT metrics for response times are achieved to maintain customer satisfaction and retention.

EXPERIENCE:

• 3-5 years of technical support experience.

KNOWLEDGE:

• In-depth technical knowledge and understanding of software, APIs, and databases

• Familiarity with customer service software and ticketing systems

• Experience with data analysis and reporting

• Familiarity with Intercom and SQL is a plus

• Proficient in engaging with customers through multiple platforms, including chat, email, phone, and teleconferencing, ensuring effective and responsive communication tailored to each medium.

DESIRED BEHAVIORS:

• Receptive to change – is flexible. Seeks and adopts improved approaches and processes.

• Initiates action – is results-oriented, and takes responsibility for actions and outcomes. Meets commitments and strives for high performance.

• Manages the workload - makes timely decisions, prioritizes effectively, solves problems, monitors results, and takes remedial action where necessary.

• Technically proficient – able to apply the technical knowledge and skills required in the job role and responsibilities in order to achieve the expected outputs.

• Takes responsibility for own learning - know