Customer Support Specialist
Core
Frontline technical support for Upshop retail software platforms, resolving application, configuration, data, and in-store environment issues via phone and ticketing systems.
Role type
Senior IC customer support specialist (technical)
Builds
Customer self-service and first-contact resolution for retail software
Domain
Retail technology / SaaS support
Required skills
software troubleshooting, hardware troubleshooting, ticket management, SQL concepts, API knowledge, Zendesk proficiency, critical thinking, documentation, on-call rotation
Preferred skills
enterprise SaaS support, incident management processes, Cosmo/MongoDB queries, DataDog tools, retail/grocery operations knowledge, AI tool usage
Technologies
Zendesk, Jira, Postman, SQL, Cosmo, MongoDB, DataDog
Responsibilities
Diagnose and resolve application, configuration, access, data, and workflow issues; assist with software installation and in-store peripheral troubleshooting (printers, scales, scanners); serve as primary customer contact via phone and tickets; manage tickets against SLAs and escalation procedures; document fixes and contribute to knowledge bases; prepare evidence-based escalations for complex issues; participate in on-call coverage.
Seniority
Mid-level, hands-on IC