IT Support Specialist

June 8

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UPROSPECT

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UPROSPECT is an innovative firm specializing in creating artificial intelligence-powered marketing solutions. The company develops advanced algorithms to optimize digital advertising strategies, enhancing client engagement and boosting online sales. Their solutions cater to businesses looking to leverage AI to gain insights and drive strong marketing outcomes.

2 - 10 employees

🤖 Artificial Intelligence

🤝 B2B

📋 Description

• Respond to inbound inquiries from planners and hotels via Intercom chat, email, and phone. • Update and improve existing support content and macros to reflect product updates • Provide feedback to product and customer success teams to improve user experience. • Proactively reach out to hotels that need to join Hopskip to respond to planner RFPs • Follow a proven script and onboarding process, adapting when needed • Track and maintain consistent follow-ups with hotels • Maintain and update hotel contact information and associate hoteliers with their properties • Monitor RFP response rates and identify/prioritize overdue RFPs • Facilitate communication between hotels and planners • Help Center User Feedback Integration: Monitor customer feedback and support inquiries to identify gaps or improvements needed in existing content. • Collaboration: Work with support, product, and marketing teams to ensure documentation aligns with product updates and company messaging.

🎯 Requirements

• 1-3+ years of experience in SaaS customer support, ideally in a startup environment. • Self-motivated with a track record of working well independently. • Must be comfortable being on the phone with customers. • Excellent communication skills, both written and verbal. • Must be able to work in a fast-paced environment with the ability to prioritize, multi-task, perform well under pressure, meet deadlines, and work a flexible schedule. • Excited to work in a startup environment and have a track record of being adaptable to changing priorities in a fluid, high-growth environment. • Must be comfortable with working (12 PM to 9 PM EST shift). • Highly proactive beyond owning a customer support process - not an order taker. • A clear, professional communicator, both written and verbal. • Comfortable with learning and utilizing customer support tools, email, and chat messaging. • Process-oriented yet adaptable in a fast-moving environment. • Highly organized and proactive with strong follow-through. • Experience or interest in the events/hospitality industry is a bonus.