Technical Support Analyst

🕒 May 13

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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 • Process and provide software Activations • Provide expertise on the best use and practices of the software and environment • 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 • Pro-actively maintain an in-depth knowledge of supported core product’s functionality, new features, and general updates

🎯 Requirements

• Excellent command of French and English (written and verbal) • Strong Communication • Strong knowledge of Web Technologies (ex: HTML, CSS, PHP, jQuery, NodeJS) • Strong analytical skills and logic • 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 • Windows Server OS • Browser/Server/Network Diagnostic tools • MS Office • 1 year of experience in technical software support or University equivalent qualifications • Moderate to High knowledge of Web technologies (ex: HTML, CSS, PHP, jQuery, NodeJS) • Good knowledge of JavaScript • Basic to Moderate knowledge of Node-Red • Good knowledge of programming • Knowledge of WordPress • Good understanding of networking and Windows OS • Basic to moderate knowledge of Microsoft Azure Cloud • Knowledge of document composition

🏖️ Benefits

• Flexible schedule from Monday to Friday • Support after office hours and on weekends