What are the responsibilities and job description for the Customer Success Specialist (North America) position at Upbound - Job Posting?
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 :
It's a plus if you have :
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