Retail Software Support Specialist

Upshop

Los Angeles, Seattle (CA, WA)

Presencial

USD 65 000 - 90 000

Tempo integral

Há 4 dias

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Resumo da oferta

Upshop is seeking a Customer Support Specialist to provide frontline technical support for its retail software platforms. You will be the primary contact via phone and support tickets, diagnose issues, guide customers through resolutions, and contribute to knowledge articles.

You will handle installation and in-store environment troubleshooting and maintain clear ticket documentation. The role emphasizes first-contact resolution, collaboration with teams, and continuous learning to build

Qualificações

Proven experience in customer or technical support (software/IT preferred).
Strong analytical, problem-solving, and troubleshooting skills.
Able to follow documented troubleshooting processes, communicate by phone, and document investigations clearly.
Excellent verbal and written communication skills with a customer-first mentality and empathy.

Responsabilidades

Software Troubleshooting: Diagnose and resolve common application, configuration, access, data, and workflow issues using established support procedures and technical resources.
Installation & Environment Support: Assist with supported software installation, maintenance, connectivity, and in-store peripheral troubleshooting, including printers, scales, scanners, and other supported devices.
Customer Assistance: Serve as a primary customer contact by phone and through support tickets, responding promptly and communicating clearly and professionally.
First-Contact Resolution: Investigate and resolve issues at the earliest appropriate point, applying sound judgment and recognizing when additional technical expertise is needed.
Ticket Ownership & SLAs: Maintain accurate case records, customer updates, troubleshooting steps, next actions, and resolutions; manage assigned tickets against service expectations and escalation procedures.
Knowledge & Documentation: Use and contribute to approved knowledge articles and troubleshooting guides, documenting repeatable fixes and identifying opportunities for customer self-service.
Product Knowledge: Develop working knowledge of Upshop applications, retail workflows, and common customer issues; provide accurate guidance within established areas of expertise.
Escalation Preparation: Gather relevant logs, screenshots, configuration details, data samples, reproduction steps, business impact, and actions already attempted before escalating complex issues to CSS II or other appropriate teams.
On-Call & Coverage: Participate in scheduled coverage or on-call responsibilities as assigned based on the team operating model.
Customer Communication & Prioritization: Communicate empathetically and effectively with customers and colleagues; prioritize competing tickets and provide timely, meaningful status updates.
Continuous Learning: Build proficiency in software systems, APIs, data concepts, hardware, network connectivity, and retail operations through training, coaching, and hands-on support work.
AI-Assisted Support & Additional Duties: Use company-approved AI tools to support troubleshooting, research, and documentation while following customer data and security requirements. Perform other related duties and projects as assigned.