Technical Support Specialist
UPshow
 Chicago, IL

Are you a highly organized go-getter and problem-solver? Do you want to delight customers by delivering accurate and quick assistance?

We are hiring a Technical Support Specialist to provide top-notch support to our customers via phone and online chat. After we onboard a new customer, the Technical Support Specialist is the one who helps them get more out of their new product. Your day will be filled with a range of focused support to our customers. Whether you are helping them get started with the product or answering their questions about the hardware, you are ready to share your knowledge and provide expert assistance. You gain satisfaction in bringing our customers resolution while elevating the relationship to the next level. If you have customer support experience and are your friends & family's go-to when their Wi-Fi is out or need to install their Apple TV, this is the role for you.

Responsibilities

  • The successful candidate will lead the following functions:
  • Lead inbound customer support via phone and online chat
  • Collect insight and provide feedback to the Product team regarding product improvements and bugs
  • Facilitate the continuous improvement in our operational effectiveness and customer experience
  • Communicate with the Product team regarding product improvements and bugs
  • Coordinate hardware installation across multiple locations and stakeholders
  • Perform client follow up calls to ensure new device installation
  • Prepare, provision & ship devices to clients
  • Create accounts within Salesforce and run client facing onboarding calls
  • Research, resolve and perform root cause analysis for customer escalations
  • Partner with relevant departments to resolve escalations

Qualifications

  • Experience providing technical support via telephone
  • Expertise with streaming media and audio/visual device setup
  • Excellent customer service skills and a highly professional attitude
  • Ability to be a self-starter, working independently and as part of a team
  • A patient demeanor and thoughtful communication skills
  • A general understanding of network connectivity
  • Bachelor's degree or higher in Information Systems or Computer Science
  • 1 - 2 years relevant experience

About UPshow

UPshow is changing the way businesses think about in-venue marketing. Its plug-and-play technology transforms a venue's TVs into engaging and promotional experiences that drive sales, enhance engagement and improve marketing ROI. Powering more than 4,500 locations with 12,000+ active screens, UPshow's customers include hospitality, fitness, entertainment and healthcare venues such as Crunch Fitness, UFC Gyms, Cheddar's Scratch Kitchen, Sky Zone, ATI Physical Therapy, among others. For more information, please visit upshow.tv

Special Benefits

  • Dog-friendly office
  • Cold brew on tap
  • Friday Happy Hour
  • Convenient Loop location close to the Clark/Lake and Metra stations