The Escalation Analyst is responsible for working directly with and supporting customers on a daily basis to resolve challenging technical product issues and to provide strategic guidance to customers on a variety of marketing-related initiatives.
Qualified candidates will also act as an escalation point for more technical issues as they arise.
What you will be doing :
- Act as a deep technical expert on all aspects of the Uberflip platformAnswer questions and help troubleshoot tickets from Uberflip customers by phone / email / web portal etc.
- Consult with customers on Marketing strategies and be an SME on a broad range of marketing concepts
- Act as an escalation point for the most complex and sensitive technical issues and provide guidance to the team as to problem resolution strategies and tactics as appropriate
- Track support ticket activity in an automated support portal
- Help produce and maintain process documentation and desk-level reference guides to help the team improve efficiency
- Contribute to the Uberflip Knowledge Base, creating world-class content for all new feature releases or bug fixes; provide technical oversight during the knowledge publishing process
What we're looking for :
- 1-3 years of experience in a technical support role (preferably in a B2B / Enterprise environment)
- Proven experience managing client issues and escalations and working cross-functionally to deliver impactful solutions
- Working knowledge of APIs and using them to integrate applications / platforms
- Hands-on / practical experience in Web Development and programming using HTML, CSS and Javascript
- Working knowledge of Google Analytics, Google Tag Manager and Data Layer concepts
- Proven communication skills
What you'll love about us :
- Great Company Culture
- Inclusive and Collaborative work environment
- Competitive Health Benefits for you and your family starting day one
- Wellness Programs including company paid counselling
- Flexible Working Hours and Remote work flexibility
- Employee Stock Option Program
- Unlimited Vacation Days
- Additional Paid Health Days
- Parental Leave Top Up Program
- Learning Credits to put towards your professional development
Virtual) Regular Standups, Demos, and Socials to keep us aligned and connected
And so much more!
Uberflip is committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive and diverse we are, the better our work will be.
If you're smart and great at what you do, come as you are.
Escalation Analyst
The Escalation Analyst is responsible for working directly with and supporting customers on a daily basis to resolve challenging technical product issues and to provide strategic guidance to customers on a variety of marketing-related initiatives. Qualified candidates will also act as an escalation ...
Technical Analyst (Office Systems)
Project management including gathering technical requirements and providing design inputs for technical and functional components of systems; identifying, estimating work effort and executing technical tasks; and testing, working with business units to implement systems and transitioning systems to ...
Technical System Analyst
The Technical System Analyst maintains operational excellence of Seaspan Ferries' Operational Technology (OT) and the infrastructure and hardware supporting its Information Technology (IT), such as access control and CCTV systems. Working closely with team members and directly supporting end users, ...
Senior Technical Analyst, Storage, Technology Services
The Senior Technical Analyst, Storage works in a complex, multi-platform environment across the province as a senior technical professional that utilizes a broad based understanding of storage and backup technology, application relationships, and advanced technical knowledge and aptitude to carry ou...
Technical System Analyst
The Technical System Analyst maintains operational excellence of Seaspan Ferries’ Operational Technology (OT) and the infrastructure and hardware supporting its Information Technology (IT), such as access control and CCTV systems. Working closely with team members and directly supporting end users, ...
software technical support analyst
Experience: 1 to less than 7 months....
Senior Analyst, Technical Accounting (14-month Contract)
The Senior Analyst, Technical Accounting and Reporting will report to the Manager, Technical Accounting and Reporting. The Analyst will have financial reporting responsibilities, analyze accounting issues and assist with ad hoc projects related to financial reporting as they arise. The Analyst will ...
Intermediate Operational Technology (OT) Analyst to provide operational support for engineering and real-time mining applications, and underlying technical infrastructure.
Intermediate Operational Technology (OT) Analyst to provide operational support for engineering and real-time mining applications, and underlying technical infrastructure. System Administrator, Dispatch Engineer/Supervisor, System Analyst, Senior Dispatcher, or Communications System Specialist) spec...
Technical Systems Analyst/Programmer
Technical Systems Analyst/Programmer. Please visit and click on the listing for Technical Systems Analyst/Programmer. The role will function in a multi-faceted role: Enterprise application configuration, development, technical troubleshooting, testing and enterprise application administration/suppor...
Senior Network Analyst [BHJOB13022_13252]
Network Analyst with strong hands-on technical troubleshooting expertise. Strong communication skills for interactions with technical and non-technical stakeholders. Based in Vancouver and proudly Canadian, Ignite Technical Resources has been providing Top Technical Talent to organizations across Ca...