Technical Support Analyst

Upland Software; United Kingdom; Remote; GBP 30,000 - 40,000; Full time

Job summary

A cloud-based solutions provider in the UK is seeking a Technical Support Analyst to deliver exceptional software support to users of Objectif Lune products. This remote role requires excellent technical communication skills, strong problem-solving abilities, and a commitment to customer service. Responsibilities include managing support cases, identifying technical issues, and providing clear instructions to clients. Flexible schedule available including standby after office hours.

Qualifications

• Good technical communication skills in English.
• Passion for providing superb Technical Support.
• Ability to manage and resolve complex software issues.

Responsibilities

• Provide all levels of Technical Support assistance to users.
• Own and manage cases through their entire lifecycle.
• Identify technical problems and propose solutions.

Skills

Technical communication

Customer service

Problem-solving

Job description

At Upland Software, you’ll find smart, creative teams who love working together to deliver value for our customers, and a global culture of growth and possibility. Our operating model has always supported remote work—and as we keep growing and evolving our workplace, that won’t change. We’re passionate. We’re proactive. We take pride in our work, and we love a good challenge. Sound like you?

Opportunity Summary:

To complement our Objectif Lune product support team in the UK (Manchester, UK), we are looking for a Technical Support Analyst with good technical communication skills in English.

The Technical Support Analyst manages, troubleshoots and resolves complex software and solution support issues. With a passion for providing superb Technical Support and with an emphasis on strong technical skills, impeccable communication and customer service, the Technical Support Analyst will be responsible for providing speedy resolutions for our clients while working within the product support team and wider business.

Primary Responsibilities:

• 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 them with users and document interventions.
• Inform users of best practices and transfer know‑how on the optimal use of Objectif Lune's software.
• 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:

Desired Skills and Experience:

Location and Schedule:

• Remote
• Flexible schedule from Monday to Friday. Must be available to work on standby after office hours and on weekends.

Upland Software (Nasdaq: UPLD) is a leader in cloud‑based tools for digital transformation. To learn more, visit www.uplandsoftware.com.

Upland Software is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other legally protected status.