Kapost

Description

At Upland Software, you’ll find smart, creative teams who love working together to deliver value for our customers, and a global culture of growth and possibility. Our operating model has always supported remote work—and as we keep growing and evolving our workplace, that won’t change. We’re passionate. We’re proactive. We take pride in our work, and we love a good challenge. Sound like you? 

Opportunity Summary: 

Working with one of the company's largest Enterprise customers, the Dedicated Administrator works as a Dedicated Administrator for our software solution in their environment. Mixing Technical and political skills with operations, the dedicated administrator is not only responsible for the architecture, troubleshooting and support of the technical environment, but also in the continued success of making sure the product is actively adopted by the client. Providing Technical support with the added insight of the customers unique environment and workflows, the Dedicated Administrator offers the highest level of technical support and customer service by building relationships with key customer contacts and fully understanding their needs. Dedicated Administrators are responsible for assisting administrators and users of Uplands products, answering questions, and helping them resolve issues quickly and effectively. Alongside this, the Dedicated Administrator will have developed, and will continues to build-on, an advanced level of knowledge and experience in a broad array of features of the AccuRoute system.

Reporting directly to the Director of Support, Dedicated Administrators are tasked with providing exceptional customer service while managing and resolving cases raised by AccuRoute/DWF dedicated customers. With an emphasis on strong technical skills, impeccable communication and Customer Service, team members will be responsible for providing speedy resolutions for our clients while working within the product Support team and wider business. 

Primary Responsibilities: 

• Support clients with their use of the AccuRoute/DWF platform(s) – answering questions and resolving problems relating to functionality, features and configuration, etc.
• Provide expertise on the best use and practices of the software and environment
• Act as a trusted advisor to all facets of customer engagement
• Manage calls, both technically and politically between different customer business units (LOB, networking teams, server teams, security teams, etc.)
• Provide excellent customer service to AccuRoute/DWF clients. Understanding client queries quickly and providing concise, clear written and verbal instructions in order to reach a positive outcome on their issue
• Maintain relationships with key contacts at dedicated customers' sites
• Own and manage cases through their entire life-cycle, ensuring case administration is completed in line with departmental policy, escalating to Upland Support where appropriate.
• Pro-actively develop/maintain an in-depth understanding of AccuRoute/DWF platforms incl. core functionality, new features, and general updates
• Pro-actively develop/maintain an in-depth understanding of key product specific diagnostic tools/systems
• Maintain relationships with key departments

Requirements: 

• Knowledge/understanding of MS Windows Server on premise/Azure, Active Directory)
• MS SQL
• Understanding of Web Technologies (IIS, HTML, XML etc.)
• General knowledge of Security protocols (TLS, Encryption at Rest, Digital Certificates)
• Networking
• General knowledge of Disaster Recovery/High availability/Load Balancing
• Availability 24 hours for Urgent issues

Desired Skills:

• Mail (Exchange, SMTP)
• Document Management Systems
• MFPs
• Telephony

Upland Software (Nasdaq: UPLD) is a leader in cloud-based tools for digital transformation. To learn more, visit www.uplandsoftware.com.

Upland Software is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, disability, veteran status or other legally protected status.