About the role
Overview of the Role:
The Customer Support Specialist (CSS) provides frontline technical support for Upshop customers across our retail software platforms. As a primary point of contact through phone and the support ticketing system, the CSS investigates application, configuration, data, connectivity, and in-store environment issues; resolves problems using established procedures and available knowledge; and maintains clear customer communication throughout the ticket lifecycle. The CSS is expected to think critically, take ownership, use approved AI and knowledge tools responsibly, and prepare complete evidence-based escalations when deeper investigation is required. This role builds technical expertise over time and contributes to stronger first-contact resolution and customer self-service.
Key Responsibilities:
* Software Troubleshooting: Diagnose and resolve common application, configuration, access, data, and workflow issues using established support procedures and technical resources.
* Installation & Environment Support: Assist with supported software installation, maintenance, connectivity, and in-store peripheral troubleshooting, including printers, scales, scanners, and other supported devices.
* Customer Assistance: Serve as a primary customer contact by phone and through support tickets, responding promptly and communicating clearly and professionally.
* First-Contact Resolution: Investigate and resolve issues at the earliest appropriate point, applying sound judgment and recognizing when additional technical expertise is needed.
* Ticket Ownership & SLAs: Maintain accurate case records, customer updates, troubleshooting steps, next actions, and resolutions; manage assigned tickets against service expectations and escalation procedures.
* Knowledge & Documentation: Use and contribute to approved knowledge articles and troubleshooting guides, documenting repeatable fixes and identifying opportunities for customer self-service.
* Product Knowledge: Develop working knowledge of Upshop applications, retail workflows, and common customer issues; provide accurate guidance within established areas of expertise.
* Escalation Preparation: Gather relevant logs, screenshots, configuration details, data samples, reproduction steps, business impact, and actions already attempted before escalating complex issues to CSS II or other appropriate teams.
* On-Call & Coverage: Participate in scheduled coverage or on-call responsibilities as assigned based on the team operating model.
* Customer Communication & Prioritization: Communicate empathetically and effectively with customers and colleagues; prioritize competing tickets and provide timely, meaningful status updates.
* Continuous Learning: Build proficiency in software systems, APIs, data concepts, hardware, network connectivity, and retail operations through training, coaching, and hands-on support work.
* AI-Assisted Support & Additional Duties: Use company-approved AI tools to support troubleshooting, research, and documentation while following customer data and security requirements. Perform other related duties and projects as assigned.
Required Qualifications
* Proven experience in customer or technical support (software/IT preferred).
* Strong analytical, problem-solving, and troubleshooting skills.
* Ability to follow documented troubleshooting processes, communicate by phone, and document investigations clearly.
* Exceptional critical thinking skills, ability to focus under pressure
* Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
* Excellent verbal and written communication skills with a customer-first mentality and empathy in responses.
* Works independently and collaborates effectively in a team.
* Working knowledge of software applications, basic hardware and network troubleshooting, and structured technical investigation.
* Experience with a ticketing platform such as Zendesk (Support, Talk, or Guide), or ability to learn one quickly.
* Familiarity with APIs, JSON, webhooks, or tools such as Postman; ability to collect relevant information for escalation.
* Understanding of basic database and SQL concepts, including how to interpret query results and recognize data discrepancies.
Desired Skills:
* Experience with Zendesk, Jira, or comparable support and defect-tracking tools.
* Experience supporting enterprise SaaS applications or integrated software environments.
* Familiarity with structured IT troubleshooting and incident or escalation processes.
* Cosmo/Mongo DB queries and concepts
* Knowledge and experience with retail/ grocery concepts and terminologies
* Experience with DataDog tools and concepts
* Experience supporting retail/grocery operations, in-store systems, or customer-facing software platforms.
* Self-directed learner who remains organized, collaborative, and customer-focused during urgent issues.
* Experience using approved AI tools, technical knowledge bases, or support automation to improve efficiency.