Escalation Analyst

Uberflip; Canada; Remote; CAD 50,000 - 70,000; Full time

Job summary

Uberflip is seeking an Escalation Analyst to support customers by resolving technical issues and providing strategic guidance on marketing initiatives. The ideal candidate will have experience in technical support, strong communication skills, and a background in APIs and analytics tools. Enjoy a collaborative culture with competitive benefits, flexible hours, and unlimited vacation days.

Benefits

Competitive health benefits starting day one

Wellness programs including company-paid counseling

Flexible working hours and remote work options

Employee stock option program

Unlimited vacation days

Additional paid health days

Parental leave top-up program

Learning credits for professional development

Qualifications

• 1-3 years in a technical support role, ideally in B2B.
• Experience managing escalations and client issues.
• Knowledge of APIs and analytics tools.

Responsibilities

• Act as a technical expert on the Uberflip platform.
• Consult with customers on marketing strategies.
• Track support ticket activity and improve processes.

Skills

Client issue management

Communication

Technical troubleshooting

APIs knowledge

Google Analytics

Google Tag Manager

Job description

The Escalation Analyst is responsible for working directly with and supporting customers on a daily basis to resolve challenging technical product issues and to provide strategic guidance to customers on a variety of marketing-related initiatives. Qualified candidates will also act as an escalation point for more technical issues as they arise.

What you will be doing :

1. Act as a deep technical expert on all aspects of the Uberflip platform. Answer questions and help troubleshoot tickets from Uberflip customers by phone, email, or web portal.
2. Consult with customers on marketing strategies and be an SME on a broad range of marketing concepts.
3. Act as an escalation point for the most complex and sensitive technical issues and provide guidance to the team on problem resolution strategies and tactics as appropriate.
4. Track support ticket activity in an automated support portal.
5. Help produce and maintain process documentation and desk-level reference guides to improve team efficiency.
6. Contribute to the Uberflip Knowledge Base, creating content for new feature releases or bug fixes, and provide technical oversight during the knowledge publishing process.

What we're looking for :

1. 1-3 years of experience in a technical support role, preferably in a B2B or enterprise environment.
2. Proven experience managing client issues and escalations, working cross-functionally to deliver solutions.
3. Working knowledge of APIs and application/platform integrations.
4. Knowledge of Google Analytics, Google Tag Manager, and Data Layer concepts.
5. Proven communication skills.

What you'll love about us :

• Great company culture.
• Inclusive and collaborative work environment.
• Competitive health benefits starting day one.
• Wellness programs including company-paid counseling.
• Flexible working hours and remote work options.
• Employee stock option program.
• Unlimited vacation days.
• Additional paid health days.
• Parental leave top-up program.
• Learning credits for professional development.
• Regular virtual standups, demos, and socials to stay connected.
• And much more!

Uberflip is committed to building a diverse and inclusive team. We believe that diversity and inclusion lead to better work. If you're talented and passionate about what you do, come as you are.