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.
SUMMARY:
The Technical Support Representative is tasked with delivering unparalleled technical support to our customers via phone, email, and chat. This role encompasses not only troubleshooting and diagnosing technical issues but also collaborating closely with the Engineering team and gathering feedback to refine the customer experience. Emphasis is placed on thorough troubleshooting, understanding the full context of issues, thinking outside the box, practicing active listening, being actionable, and ensuring clarity in communications.
RESPONSIBILITIES:
- Provide exceptional technical support to customers via phone, email, and chat, ensuring thorough troubleshooting and understanding the complete context of each issue.
- Proactively call customers to resolve issues, adding urgency and a personal touch to the support experience, while fully grasping the who, what, when, where, and whys of their situations.
- Manage product-related questions, technical issues, and general inquiries such as billing and finance, directing them appropriately as needed.
- Troubleshoot and diagnose technical issues through research, testing, and remote screen sharing, thinking outside the box to find solutions.
- Communicate with customers to answer product questions and diagnose technical problems, practicing active listening to understand the desired outcomes and working towards achieving them.
- Collaborate with the Engineering team to troubleshoot bugs and escalate issues, being actionable and moving things forward with clarity on what needs to be done and when help is needed.
- Collect feedback from customers and share it with relevant departments to drive continuous improvement, ensuring clear communication about needs and solutions.
- Create and maintain customer resources, such as help articles and internal tools, to provide clear and accessible support.
EXPERIENCE:
- 2- 4 years of experience in a customer-facing support role, specifically with technical support experience.
KNOWLEDGE:
- Self-starter and self-learner, continuously striving to improve oneself and processes.
- Prior technical support experience working directly with customers.
- Excellent written and verbal communication skills, with an emphasis on clarity and active listening.
- Experience with spreadsheet software.
- Tech-savvy, adaptable, and comfortable with frequent product updates.
- Superior customer service skills, being resourceful, compassionate, and solution-oriented, with a strong understanding of software and emerging technologies.
DESIRED BEHAVIORS:
- Open to change, flexible, and always looking for improved approaches and processes.
- Accountable for actions and outcomes, committed to high performance and meeting commitments.
- Efficiently manages workload through timely decisions, prioritization, problem-solving, and result monitoring.
- Technically proficient, applying necessary technical knowledge and skills.
- Committed to personal learning and continuous improvement.
- Communicates effectively, valuing diverse perspectives and proposing forward-moving solutions.
- Collaborative, sharing knowledge and information, and enhancing teamwork.
- Exhibits ethical character and competence, acting with integrity and accountability.
- Acts as a committed and responsible member of the UpKeep community.
At UpKeep, we value diversity and strive to create an inclusive workplace that celebrates and supports our differences. We are an equal-opportunity employer and welcome applicants from all backgrounds 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.