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Tier 2 Technical Support Representative (English-speaking)

UpKeep

UpKeep

IT, Customer Service
Brazil · Remote
Posted on Thursday, June 20, 2024
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.

Fluency in English is required for this role. Please submit your application and resume in English.

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 - knows personal strengths, recognizes development needs, and takes action to improve. Is open to feedback and always seeks to learn.
  • Communicates ideas – respectfully exchange information and propose a way forward. Listen to the views of colleagues and take in diverse perspectives.
  • Works collaboratively – shares knowledge and information fosters teamwork, and contributes to a positive work environment where people want to come to work.
  • Display ethical character and competence - acts with integrity and intent, is accountable for own actions, behaves according to the company values.

At UpKeep, we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our products, and our community to flourish. UpKeep is honored to be an equal-opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, age, citizenship, marital status, disability, gender identity, sexual orientation, or Veteran status.

Company History & Product:
UpKeep was founded in 2014 by our CEO, Ryan Chan, based on an idea he had while using outdated desktop software as a Process Engineer in a manufacturing plant. He believed a mobile-first solution could significantly improve the productivity of the technicians he was working with. He was determined to build on this vision— so he quit his job, learned to write code, and created the first version of UpKeep from his family's garage!
Today, our cloud-based Software-as-a-Service (SaaS) and cutting edge Industrial IoT sensors solve problems for thousands of businesses around the world. Our Asset Operations Management solutions, coupled with powerful cloud ecosystems, empower maintenance and facilities teams to achieve their digital transformation goals. We are providing meaningful value to an underserved, blue-collar workforce by streamlining workflows, improving collaboration, and making it easy to manage work orders and projects from anywhere, anytime!
We've raised $50 million in venture capital following a recent Series B funding round led by Insight Partners, Emergence Capital, Mucker, and Y Combinator. We're also building The Maintenance Community, the largest online forum and Slack group bringing industry professionals together to participate in discussions, webinars, podcasts, and courses.
Learn More!
At UpKeep, we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our products, and our community to flourish. UpKeep is honored to be an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, age, citizenship, marital status, disability, gender identity, sexual orientation or Veteran status.