Customer Support Specialist - Overnight Shift

| Denver
===== About Upserve =====
Upserve is the industry's leading full-service Restaurant Management Platform. In a single platform, Upserve offers the market-leading cloud point of sale for restaurants, actionable analytics, and seamless integration with leading third-party restaurant apps. Thousands of restaurants use Upserve to manage relationships with more than 32 million active diners, and to serve over 23 million meals per month.

Upserve is headquartered in Providence with additional offices in San Francisco, New York City and Denver. We believe that culture is a competitive advantage, and treat it as such -- our values of One Team, Impact, Empathy, Openness, Curiosity and Grit guide our daily actions. Learn more about what that means from our blog - https://upserve.com/inside-upserve - or by following us on Twitter and Instagram (@InsideUpserve).

Our Customer Support Specialist understand that our Customers are the magic ingredient. They make it easier for restaurant owners to run their business while respecting their time. Customer Support Specialists are obsessed with problem-solving and efficiently resolving customer issues. They are highly empathetic and natural educators - understanding the stress restaurateurs encounter. This is a fast-paced, collaborative environment all working towards common goals. Day to Day this means:

- Working the overnight shift - 11PM - 7AM approximately
- Fielding inbound customer phone, chat and email inquiries
- Listening and understanding customer needs and concerns
- Identifying technical issues and use appropriate troubleshooting steps leading to resolution
- Keeping detailed notes in SFDC on customer interactions
- Handling customer requests, provide appropriate solutions and alternatives
- Ability to achieve daily / weekly / monthly expectations
- Managing customer expectations regarding estimated response times for issue resolution 
- Expediting service in situations requiring urgent attention as determined by management
- Identifying opportunities for improvement, contributes to solutions and, enhance workflow efficiency to enhance the customer’s experience

This is an hourly and non-exempt role.

===== The Right Ingredients =====Above all else, all Upserve employees are united in our shared optimism, passion, and enthusiasm for the customers we support through our innovative product. In our daily work, exemplify our values of grit, openness, empathy, Impact, and curiosity. It also means that you enjoy having a big impact, can operate autonomously and possess the following qualifications: - Professional and effective communications skills – both verbal and written- Effectively interact and maintain professionalism with customers via phone, email and chat- Follow through on both verbal and written instructions and effectively adhere to Upserve’s processes and workflows- Ability to multi-task, prioritize and organize multiple tasks concurrently while meeting deadlines- High level of comfort workong independently and as part of a team in a customer-driven, fast-paced environment ===== Upserve's "Mise En Place" =====Above all else, all Upserve employees are united in our shared passion for the hospitality industry, our product, and the impact we can have on the owners and operators we serve. We have a track record of success, with 100%+ growth in the last 3 years. How do we do it? By providing great value to our customers, and by relentlessly focusing on the details - our Mise En Place (everything in its place).- Our Net Promoter Scores over the last six months are higher than any other SMB software company- Our SaaS 'quick ratio' and LTV to CAC is exceeding 4x, making us leaders in the market- Our newest product features enjoy ~70% weekly active users and nearly 50% daily active users.- Our leadership hails from top companies like OpenTable, TellMe, BrightCove, Microsoft, and McKinsey.- Our Board and Investment Partners include Vista Equity Partners, First Round, and Pritzker. But our focus on excellence doesn't stop there. We offer competitive employee, including the following: - 100% paid medical and dental coverage with the leading provider nation-wide - Unlimited Time Off - our policy is "take the time you need, when you need it" - A "family first" culture, with generous paid parental and caregiver leave - 401(k) with built-in financial advisory services - Quarterly wellness weeks, focused on mental, emotional AND physical health - Catered healthy lunches daily, as well as organic healthy snacks in our office. - On-Site dry cleaning pick-up for those who want it...and a flexible "come dressed" policy for others! - Multiple social clubs, including intramural sport leagues and a monthly "supper club" Last but not least, Upserve is proud to be an Equal Opportunity Employer! Beyond that, we also care deeply about creating a culture of inclusion, and about improving diversity in tech. We believe in being color brave, not color blind, and partner with a number of local organizations working to improve access to the tech industry for underrepresented groups. These include Project Include, Girls Who Code, Providence IntraCity Geeks, #HackPVD, Code.org, PVD Lady Project, and Rosie's Girls to name a few.

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Location

Located right in LoDo- the bustling downtown area with great dining, shopping, and Union Station just blocks away!
Denver, CO 80202

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Perks of working here

401(K)
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Conferences & Training
Daily Meals Provided
Dental
Fitness Subsidy
Flex Work Hours
Game Room
Happy Hours
Health Benefits
Generous Parental Leave
Parking
Recreational Clubs
Stocked Kitchen
Unlimited PTO
Vision
Volunteering Opportunities
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