Customer Operations Specialist

3 months ago


Chicago, United States UPshow Full time

UPshow is seeking a highly organized go-getter and problem-solver to provide first class service to our customers. As a Customer Operations Specialist, you’ll be responsible for both fulfillment and support operations. This includes account creation and shipping of hardware/software, along with troubleshooting issues throughout the course of the customer's lifecycle via phone and email. Your days will be filled with a range of focused support to our customers. Whether you are working to set up customer access to our tools, helping them troubleshoot a basic WiFi connection or talking them through rebooting their device, you are ready to share your knowledge and provide expert assistance. Ideal candidates will be process oriented, have an interest in hardware or software technology and be able to work in a fast paced environment. Responsibilities: Process new customer and replacement hardware orders through Salesforce Sales Cloud Build out organizations and accounts for new customers via UPshow’s backend tool, including custom features Utilize various Salesforce Sales Cloud queues to process account cancellations, returns, and deprovision replacement devices Prepare and account devices for shipment with our 3rd party vendor Partner with Sales and Customer Success teams to understand rollout schedules and requirements for Enterprise Customers Answer inbound customer support tickets from conflict to resolution Troubleshoot customer issues relating to their internet connection, offline devices, log-in credentials, UPshow Manager platform and more all while ensuring customer satisfaction Work with Engineering to research, resolve and perform root cause analysis for customer escalations Manage reporting and daily tasks related to our Proactive Device Health Program Qualifications: 2+ years of customer services or technical support experience Bachelor’s degree or equivalent experience General understanding of network connectivity and passionate about technology Proficiency with Salesforce Sales cloud, Google Suite, Zendesk Flexible self-starter who isn’t afraid to jump into the fire Patient demeanor and thoughtful communication skills Available to work Monday thru Friday from 9am - 5pm CT Willingness to travel to UPshow’s Chicago office and customer locations as needed About UPshow: UPshow is one of the midwest’s fastest growing SaaS companies, achieving 75%+ revenue growth each of the last four years. UPshow’s current organization of approximately 60 people is forecasting even faster revenue growth over the next several years. UPshow serves some of the largest companies in the Hospitality, Fitness and Health Care industries. Benefits and Perks: Competitive Compensation Stock Options Medical, dental, vision, life, and short-term disability insurance Professional Development Programs Access to senior management and mentoring opportunities Employee Recognition Program Paid Parental Leave Mental Health and Recharge Days 401k Match Pre-tax Transportation Summer Fridays Employee Assistance Program Virtual Social Events including: Team Wins and Highlights from the Month, Cultural and Diversity Spotlights, and Happy Hours We look forward to your application. UPshow is an equal opportunity workplace and an affirmative action employer. We are always committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. #J-18808-Ljbffr



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