Technical Support Analyst - Objectif Lune Product Support

Join Upland Software, a leader in cloud-based tools for digital transformation. We foster a culture of growth, possibility, and collaboration, with a global team passionate about delivering customer value. Our commitment to remote work ensures flexibility as we continue to grow.

Opportunity Summary

We are seeking a Technical Support Analyst to join our Objectif Lune product support team in Manchester, UK. This role requires strong technical communication skills in English to manage, troubleshoot, and resolve complex software and solution support issues. If you have a passion for exceptional technical support, strong technical acumen, impeccable communication, and excellent customer service skills, this is the role for you. You will be responsible for providing swift resolutions for our clients while collaborating with the product support team and the wider business.

Primary Responsibilities

• Provide comprehensive Technical Support assistance to users of Objectif Lune's software and solutions via telephone, email, system portal, and forums, ensuring timely and efficient service that meets excellent customer service standards and adheres to SLAs and KPIs.
• Process and provide software activations.
• Offer expertise on best practices for software and environment utilization.
• Deliver outstanding customer service by quickly understanding client queries and providing clear, concise written and verbal instructions for issue resolution.
• Manage and own support cases throughout their entire lifecycle, ensuring case administration aligns with departmental policies.
• Perform all tasks necessary to provide impeccable customer service.
• Replicate user-encountered issues for thorough analysis.
• Identify technical problems, propose potential solutions, implement them with users, and document all interventions.
• Educate users on best practices and transfer knowledge for optimal use of Objectif Lune's software.
• Manage time and priorities effectively to meet service standards.
• Proactively maintain in-depth knowledge of supported core products' functionality, new features, and general updates.
• Cultivate and maintain strong relationships with key internal departments.

Requirements

• Excellent command of English (written and verbal). French or any second language is a plus.
• Solid understanding of Web Technologies (e.g., HTML, CSS, PHP, jQuery, NodeJS).
• Familiarity with workflow terminologies and concepts.
• Experience with Ticket Management software (e.g., Zendesk, FreshDesk, Jira).
• Strong analytical and logical reasoning skills.
• Demonstrated autonomy and initiative in troubleshooting and problem-solving.
• Ability to manage multiple tasks concurrently.
• Good prioritization and sense of urgency.
• Proficiency in summarizing information and documentation.
• High adaptability and a continuous desire to learn.
• Excellent communication and interpersonal skills.
• Strong desire and ability to work effectively in a team environment.
• Proficiency with Windows Server OS.
• Experience with Browser/Server/Network Diagnostic tools.
• Proficiency in MS Office Suite.
• Strong communication and writing skills.

Desired Skills and Experience

• 1 year of experience in technical software support or equivalent university qualifications.
• Good knowledge of Web technologies (e.g., HTML, CSS, PHP, jQuery, NodeJS).
• Good knowledge of JavaScript.
• Basic programming knowledge.
• Familiarity with WordPress.
• Solid understanding of networking and Windows OS.
• Basic to moderate knowledge of Microsoft Azure Cloud.
• Knowledge of document composition.
• Knowledge of Node-Red.

Location and Schedule

Remote work is supported. Flexible schedule from Monday to Friday. Availability for standby duty outside of office hours and on weekends is required.

Upland Software (Nasdaq: UPLD) is a leader in cloud-based tools for digital transformation. Learn more at 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.