Customer Support Specialist

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.