Job description

As a Customer Success Specialist at Upbound, you will be the first point of contact for customers using our universal cloud platform. You'll play a crucial role in ensuring customer satisfaction by providing timely and effective support for technical issues, questions, and service requests.

In this role, you will:

Serve as the first line of support for Upbound platform users, handle initial customer inquiries through various channels (email, chat, ticket system)
Triage and categorize incoming support tickets according to priority and complexity
Troubleshoot and resolve basic to moderate technical issues related to the Upbound platform
Escalate complex technical issues to Engineering and Solutions support teams with proper documentation and context
Maintain accurate records of all customer interactions and support tickets
Create and update knowledge base articles based on common customer inquiries
Monitor system status and alert relevant teams of any potential issues
Assist customers with account management, access issues, and basic configuration questions
Participate on an on call rotation

You’re a good fit if you have:

1-3 years of customer success or technical support experience in a SaaS or cloud platform environment
Understanding of cloud computing and infrastructure management concepts
Provided technical support in and around cloud platforms and IaC products and tools
Experience with GitHub Issues
Experience with ticket management systems and support tools
Strong written and verbal communication skills in English
Ability to explain technical concepts to users of varying technical backgrounds
Deeply curious and analytical with strong troubleshooting and problem-solving skills
Customer-service oriented mindset with strong interpersonal skills

It’s a plus if you have: