Customer Support Specialist, Tier 1

| Greater Denver Area
The Opportunity
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:
• 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 plus overtime role with shift start times range from 6am -3pm and end between 5pm -11pm, and may include some weekend work.

The Right IngredientsAbove 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 What Upserve has to offer you:We put family first. At Upserve that means making the choices that are right for you and taking the paid time off you need when you need it. We know it’s impractical to assume that work never bleeds over into our personal lives, and vice versa. Instead of fighting to keep the two separate, we make sure that our perspective on family reflects the values of our employees.We’ll invest in your career. Upserve is growing quickly, and we’ll give you the opportunity to do the same. Through our internal learning and development resources and our partnership with Vista Equity Partners, you’ll have access to a number of professional development opportunities so that you can keep up with the company’s evolving needs.We care about your wellbeing. We pay 100% of your medical and dental insurance coverage, offer tax savings plans for retirement and dependent care, subsidize your transportation costs, offer a generous and inclusive parental leave, and provide catered lunches/meal allowances.We offer competitive compensation packages. Our people matter! We don’t ignore the role that compensation has on motivation and performance so we strive to equitably compensate our people. We’re creating an inclusive environment where everyone can thrive. Our customers are a diverse group, so we’re building a team that is too. Through our various D&I recruitment partnerships, intramural sports, quarterly engagement and feedback surveys, and more. We’re building an organization that provides our employees with the emotional and physical space to bring their best selves to work. About Upserve Upserve is the magic ingredient that helps restaurateurs thrive by putting everything they need in one place. We are a leading restaurant management platform with a cloud-based Point of Sale (POS) system, data and analytics, inventory management and payments processing for small to midsize restaurants. Thousands of restaurants use Upserve to manage relationships with more than 57 million active diners, process over $12 billion in annual sales, and to serve over 36 million meals per month. Upserve is proud to be an Equal Opportunity Employer. We strive to have a team that is as diverse as the industry we serve and we partner with a number of local organizations working to improve access to the tech industry for underrepresented groups. All qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disability. Want to know what it’s like to work at Upserve? Check out our Instagram, Inside Upserve.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • RubyLanguages
    • ElmLanguages
    • ReactLibraries
    • React NativeLibraries
    • DjangoFrameworks
    • Ember.jsFrameworks
    • Ruby on RailsFrameworks
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • AxureDesign
    • BalsamiqDesign
    • InVisionDesign
    • SketchDesign
    • XDDesign
    • Lean DesignDesign
    • HCDDesign
    • SalesforceCRM
    • MarketoLead Gen

Location

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

An Insider's view of Upserve

What’s the vibe like in the office?

The Colorado office is a great office to be a part of. The employees get along great and we have a ton of fun after work hours. We have a fun committee who plans work activities, we do weekly happy hours, wellness weeks, and are even participating in kickball this summer.

Holly Conflitti

Customer Support Specialist

What does your typical day look like?

Being a Customer Success Manager at Upserve, I can say no two days are ever the same. The common thread of my days is collaboration, working with our support staff, other customer success managers or our customers. My days are focused on making sure that I am providing the best information to our customers to enrich and grow our partnership.

Heather Mercado

Customer Success Manager

What makes someone successful on your team?

Being flexible and open is most important. A person who is ready to help their fellow teammates but who is also receptive to the help their teammates offer in return will find success at Upserve. Every shift is different, so being prepared for new and difficult challenges definitely will prepare someone for success on our team.

Ryan McCombie

Customer Support Specialist

How do your team's ideas influence the company's direction?

Support is a front line for feedback about customer's immediate problems and issues with our products. While we are fixing any given issue, we receive feedback from the client about how this particular feature could work better or even suggestions of things they would like to see. We are able to take that feed back to our Dev and Q/A teams to shape

Brandon Eversoll

Manager, Customer Support

What are Upserve Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Parking
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Diversity Program
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