The Support Systems Administrator is responsible for installing, operating, and maintaining hardware and software for the organization's Customer Support function. This includes maintaining existing systems, which involves installing new applications and hardware to keep the system current and working efficiently, while researching and implementing new opportunities for continuous improvement. Day-to-day responsibilities include:
- Isolate, identify, and troubleshoot issues, and refer problems to management as necessary.
- Maintain, manage, and monitor all aspects of support operational systems including:
- Support Ticketing System
- Support Contact Center Application and Telephony Connections
- Live Chat modules
- Customer Knowledge Base Structure and Layout
- Additional Support tooling as the business scales
- Inform internal and external audience of any outages (incident management/communication), provide end-user technical support, and maintain the knowledge base.
SKILLS & EXPERIENCE
- Bachelor's degree in a related field such as information technology, management information systems, computer science, or relevant experience.
- Exceptional communication skills and ability to build rapport with coworkers.
- Experience troubleshooting, reproducing, and documenting product issues.
- Strong knowledge of Salesforce Administration (Classic and Lightning).
- Experience with Vonage Contact Center (New Voice Media) a plus.
- Experience with Workforce Management and Omni-Channel tooling a plus.
- Experience working with APIs and Data Connectors a plus.
ABOUT UPSERVE Upserve is the magic ingredient that helps restaurateurs thrive by putting everything they need in one place. We are a leading restaurant management platform with a cloud-based Point of Sale (POS) system, data and analytics, inventory management and payments processing for small to midsize restaurants. Thousands of restaurants use Upserve to manage relationships with more than 57 million active diners, process over $12 billion in annual sales, and to serve over 36 million meals per month. Being a part of the Upserve team brings a plethora of amazing benefits and here are a few: •We'll invest in your career. Upserve is growing quickly, and we'll give you the opportunity to do the same. Through our internal learning and development resources and our partnership with Vista Equity Partners, you'll have access to a number of professional development opportunities so that you can keep up with the company's evolving needs. We care about your well being. •We offer a very robust medical and dental insurance coverage plan, offer tax savings plans for retirement and dependent care, subsidize your transportation costs, offer a generous and inclusive parental leave, and provide catered lunches/meal allowances. We offer competitive compensation packages. Our people matter! We don't ignore the role that compensation has on motivation and performance so we strive to equitably compensate our people. •We've created an inclusive environment where everyone can thrive. Our customers are a diverse group, so we're building a team that is too. Through our various D&I recruitment partnerships, intramural sports, quarterly engagement and feedback surveys, and more. We're building an organization that provides our employees with the emotional and physical space to bring their best selves to work. Want to know what it's like to work at Upserve? Check out our Instagram, Inside Upserve. Upserve is proud to be an Equal Opportunity Employer. We strive to have a team that is as diverse as the industry we serve. We partner with a number of local organizations working to improve access to the tech industry for underrepresented groups. All qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disability. Upserve is proud to be an Equal Opportunity Employer. We strive to have a team that is as diverse as the industry we serve. We partner with a number of local organizations working to improve access to the tech industry for underrepresented groups. All qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disability.
