Technical Support Analyst

🕒 May 29

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Upland Software

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2010

☁️ SaaS

🏢 Enterprise

⚡ Productivity

💰 $115M Post-IPO Equity on 2022-07

SaaS • Enterprise • Productivity

Upland Software is a leading provider of AI-powered cloud software solutions that enhance business efficiency across various domains. Their products include computer telephony integration, AI-powered knowledge management, customer engagement, document automation, and marketing tools that increase revenue, reduce costs, and deliver significant value. Upland's software is used to improve contact center productivity, manage content lifecycles, optimize digital marketing, and drive sales productivity through enhanced workflows and AI-driven insights. Trusted by over 10,000 customers, Upland's solutions are designed to power enterprise digital transformation and bring immediate business outcomes.

📋 Description

• Provide all levels of Technical Support assistance to the users of Objectif Lune's software and solutions by telephone, by email, system portal and through forums in a timely and efficient manner – ensuring excellent customer service standards are always maintained. (Respect SLA’s and KPI’s) • Process and provide software Activations • Provide expertise on the best use and practices of the software and environment. • Provide excellent customer service, understanding client queries quickly and providing concise, clear written and verbal instructions in order to reach a positive outcome on their issue. • Own and manage cases through their entire life-cycle, ensuring case administration is completed in line with departmental policy. • Perform all tasks required to provide impeccable customer service. • Replicate issues encountered by users for analysis. • Identify technical problems, propose potential solutions, implement’s them with users and document the interventions. • Inform users of best practices and transfer know-how on the optimal use of Objectif Lune's software’s. • Manage time and priorities according to the service standards. • Pro-actively maintain an in-depth knowledge of supported core product’s functionality, new features, and general updates. • Maintain relationships with key departments.

🎯 Requirements

• Excellent command of French and English (written and verbal). • Strong Communication • Strong knowledge of Web Technologies (ex: HTML, CSS, PHP, jQuery, NodeJS) • Workflow – terminologies and understanding • Ticket Management software (Zendesk, FreshDesk, Jira or other) • Strong analytical skills and logic • Autonomy and initiative in troubleshooting with strong problem-solving abilities • Ability to handle multiple tasks simultaneously • Good sense of priority and urgency • Ability to summarize and document • Great adaptability and desire to learn continuously • Good communication and interpersonal skills • Desire and ability for team work • Windows Server OS • Browser/Server/Network Diagnostic tools • MS Office

🏖️ Benefits

• Flexible schedule from Monday to Friday • Available to support our customer base in Europe (GMT +1) from Romania and must be Available to work on standby after office hours and on weekends