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Senior Technical Support Hero

Uberflip

This is a Full-time position in Toronto, ON posted February 11, 2018.

The Daily Routine:

  • Answer questions and help troubleshoot problems from Uberflip customers by phone and email
  • Work with the Onboarding, Coaching, and onBrand (Services) teams to proactively identify opportunities to connect with customers and help them be more successful using the platform
  • Assist as required with new customer onboarding and product demos
  • Be able and excited to sell the benefits of our platform to existing customers and new prospects – although this is not a sales role you may be called upon to work with customers who are exploring an upgrade
  • Help optimize our ticketing software (FrontApp) to ensure that all clients receive the answers they need in a timely basis, with a goal of 100% customer satisfaction
  • Design and implement strategies to improve support team efficiency and adhere to SLAs as the company grows
  • Produce and maintain process documentation and desk level reference guides to help the team improve efficiency
  • Act as the Editor-in-Chief of the Uberflip Knowledge Base, creating world class content for all new feature releases or bug fixes; create and edit technical documentation and best practices guides/videos

Skills

SEO, CSS, HTML, JavaScript, Engineering, Technical Support, Coaching, Senior, Customer Success, Onboarding, 5+ Years Experience, Troobleshooting

Sectors

​What You’ve Done to Date:

  • Experience dealing with customers in a cloud software or enterprise environment
  • Minimum of 3

    – 5 years in level 2 or higher technical support role or similar.

  • Minimum of 3 years of practical experience using FrontApp, Salesforce Service Cloud, JIRA, Zendesk or another client support ticketing solution
  • Knowledge of marketing automation tools such as HubSpot, Marketo, or Eloqua, Pardot, or Act-On is a definite asset
  • Knowledge of HTML, CSS, Javascript and web hosting best practices is a minimum
  • Understanding of major publishing platforms like WordPress and Drupal is an asset
  • Knowledgeable of major social media platforms (YouTube, Facebook, Twitter, etc)
  • Knowledge of search engine optimization (SEO) best practices is an asset
  • Degree or Diploma in technology or computer science related field is preferred

​About Uberflip

At Uberflip, we believe content is the most effective way to ignite meaningful relationships. But even the greatest content must be combined with a remarkable experience to reach its full potential. We build software that is both easy to use and easy to integrate with other best-in-class solutions. Each member of our team rallies around the belief that our customer’s success is our success. We exercise this belief by always being valuable, relevant and consistent in everything we do.

Uberflip is a platform for marketers to create, manage and optimize content experiences, so that content can be fully leveraged by all company stakeholders at every stage of the buyer journey.

How to Apply