Technical Support Specialist

6 days ago

Toronto, Ontario, Canada Uberflip Full time

About the Role:

The Escalation Analyst is a critical member of the Uberflip team, responsible for providing exceptional customer support and technical expertise to our clients. As a key point of contact for complex technical issues, you will work closely with customers to resolve challenging product issues and provide strategic guidance on marketing-related initiatives.

Key Responsibilities:

  • Act as a deep technical expert on all aspects of the Uberflip platform, providing expert-level support and guidance to customers.
  • Consult with customers on marketing strategies and serve as a subject matter expert on a broad range of marketing concepts.
  • Act as an escalation point for the most complex and sensitive technical issues, providing guidance to the team on problem resolution strategies and tactics.
  • Track support ticket activity in an automated support portal and contribute to the development of process documentation and desk-level reference guides.
  • Collaborate with the team to create world-class content for new feature releases or bug fixes, providing technical oversight during the knowledge publishing process.

Requirements:

  • 1-3 years of experience in a technical support role, preferably in a B2B/Enterprise environment.
  • Proven experience managing client issues and escalations, with a strong track record of working cross-functionally to deliver impactful solutions.
  • Working knowledge of APIs and experience integrating applications/platforms.
  • Hands-on experience in Web Development and programming using HTML, CSS, and JavaScript.
  • Working knowledge of Google Analytics, Google Tag Manager, and Data Layer concepts.
  • Proven communication skills and ability to work effectively with customers and internal stakeholders.

About Uberflip:

Uberflip is a dynamic and innovative company committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe that a diverse and inclusive team leads to better work and a more positive work environment. If you're a smart and talented individual who is passionate about delivering exceptional customer support, we encourage you to apply.

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