Overview of the Role:
The Customer Support Specialist (CSS) provides frontline technical support for Upshop customers across our retail software platforms. As a primary point of contact through phone and the support ticketing system, the CSS investigates application, configuration, data, connectivity, and in-store environment issues; resolves problems using established procedures and available knowledge; and maintains clear customer communication throughout the ticket lifecycle. The CSS is expected to think critically, take ownership, use approved AI and knowledge tools responsibly, and prepare complete evidence-based escalations when deeper investigation is required. This role builds technical expertise over time and contributes to stronger first-contact resolution and customer self-service.
Key Responsibilities:
- 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.
Required Qualifications
- Proven experience in customer or technical support (software/IT preferred).
- Strong analytical, problem-solving, and troubleshooting skills.
- Ability to follow documented troubleshooting processes, communicate by phone, and document investigations clearly.
- Exceptional critical thinking skills, ability to focus under pressure
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- Excellent verbal and written communication skills with a customer-first mentality and empathy in responses.
- Works independently and collaborates effectively in a team.
- Working knowledge of software applications, basic hardware and network troubleshooting, and structured technical investigation.
- Experience with a ticketing platform such as Zendesk (Support, Talk, or Guide), or ability to learn one quickly.
- Familiarity with APIs, JSON, webhooks, or tools such as Postman; ability to collect relevant information for escalation.
- Understanding of basic database and SQL concepts, including how to interpret query results and recognize data discrepancies.
Desired Skills:
- Experience with Zendesk, Jira, or comparable support and defect-tracking tools.
- Experience supporting enterprise SaaS applications or integrated software environments.
- Familiarity with structured IT troubleshooting and incident or escalation processes.
- Cosmo/Mongo DB queries and concepts
- Knowledge and experience with retail/ grocery concepts and terminologies
- Experience with DataDog tools and concepts
- Experience supporting retail/grocery operations, in-store systems, or customer-facing software platforms.
- Self-directed learner who remains organized, collaborative, and customer-focused during urgent issues.
- Experience using approved AI tools, technical knowledge bases, or support automation to improve efficiency.
Proven customer or technical support experience, strong analytical and troubleshooting skills, ability to document investigations, working knowledge of software applications and basic hardware/network troubleshooting, experience with ticketing platforms like Zendesk, familiarity with APIs, JSON, webhooks, Postman, and basic SQL concepts.
Key Responsibilities
- troubleshooting software issues
- supporting installations
- managing support tickets
Skills & Tools
Zendesk, Jira, Postman, SQL, MongoDB, DataDog, JSON, APIs
Job Details
- Category: Customer Service
- Seniority: Entry Level
- Commitment: Full Time
- Workplace: Remote — Los Angeles or Seattle or Vancouver
- Languages: English
About Upshop
A market leader in Total Store Operation solutions for grocery and convenience store markets, offering an AI-powered SaaS platform. — Industry: Information Technology