Position Summary
The primary objective of the Customer Support Specialist position is to interact with the company’s customers by addressing inquiries, entering sales orders, and resolving any issues in a timely manner. The Customer Support Specialist will provide the best possible experience for every customer who interacts with us. This position will bridge the gap between what our customers need and what we’re delivering — helping us to not only meet but also exceed their expectations. Candidates will be organized, collaborative, self-starters with exceptional communication skills. Further, qualified candidates will maintain a quality-first mindset and be passionate about their role at Uptime.
Essential Duties and Responsibilities
- Interact with customers via telephone, email, online chat, or video calls to provide support and information on an assigned product or service
- Sales Order entry and coordination with order fulfillment to ensure orders are accurately and timely processed and shipped. Provide order confirmation information to customers.
- Assist Technical Support team with customer communication regarding Remote System Maintenance Support activities across a nationwide network of customer facilities
- Ensures that appropriate actions are taken to resolve customers issues and concerns
- Maintain on-going communication with current customers to determine needs, solicit feedback, and promote new services
- Answer customer inquiries and escalate complex issues to the appropriate team to ensure rapid support
- Proactively take steps to enhance the customer experience
- Maintain internal database with updated information about issues and useful discussions with the customers
- Maintain timely and detailed Netsuite and CRM records
Qualifications
The requirements below are representative of the knowledge, skills, and abilities required to perform the job well:
- High school diploma or equivalent; Associate degree in Communications, Marketing, or Business Administration preferred
- Experience in customer service role or similar
- Strong written and verbal communication skills
- Friendly and outgoing demeanor
- Exceptional problem-solving ability, backed by good judgment
- Ability to respond to customer questions both written and verbally
- Ability to collaborate across departments and teams
- Highly proficient with Microsoft Suite (Teams, SharePoint, Word, Excel, PowerPoint); familiarity with SmartSheets is a plus
- Familiarity with NetSuite or ERP systems
- Familiarity with HubSpot CRM is a plus
- This is an office-based role, so qualified candidates must be able to work onsite Monday-Friday during normal business hours
Salary and Benefits
- Compensation commensurate with experience
- Medical, Dental, Vision, Life and Disability insurance
- Retirement plan with company match
- Paid time off (PTO)
About Uptime Solutions, LLC
Uptime is a Jacksonville, FL based provider of wireless, condition-based monitoring solutions for plant equipment with applications across a wide variety of industries including pulp & paper, power, automotive, steel, mining, and logistics. Uptime’s solution supports a variety of reliability data inputs, including but not limited to vibration, temperature, and ultrasound. The actionable information provided by Uptime’s wireless solution enables facility managers and maintenance teams to prioritize maintenance activities and minimize expensive unplanned downtime.
Job Type: Full-time
Pay: $50,000.00 - $55,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Parental leave
- Referral program
- Vision insurance
Experience level:
Shift:
Weekly day range:
Work setting:
Work Location: In person