The Support Systems Administrator manages and maintains systems for Customer Support, troubleshoots issues, and implements improvements.
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:
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Isolate, identify, and troubleshoot issues, and refer problems to management as necessary.
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Maintain, manage, and monitor all aspects of support operational systems including:
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Support Ticketing System
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Support Contact Center Application and Telephony Connections
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Live Chat modules
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Customer Knowledge Base Structure and Layout
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Additional Support tooling as the business scales
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Inform internal and external audience of any outages (incident management/communication), provide end-user technical support, and maintain the knowledge base.
SKILLS & EXPERIENCE
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Bachelor’s degree in a related field such as information technology, management information systems, computer science, or relevant experience.
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Exceptional communication skills and ability to build rapport with coworkers.
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Experience troubleshooting, reproducing, and documenting product issues.
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Strong knowledge of Salesforce Administration (Classic and Lightning).
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Experience with Vonage Contact Center (New Voice Media) a plus.
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Experience with Workforce Management and Omni-Channel tooling a plus.
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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.
