Customer Support Rep

Upper Hand is an end to end lifecycle software in sports and fitness designed to manage operations while using forward thinking innovation to drive growth. Upper Hand understands the people who work with our customers better than anyone else. Knowledge that helps our customers escape the administrative vortex of running a business so they can focus on developing clients with Upper Hand. From the front desk to the back office, we’re delivering the tools needed to provide an industry leading experience to clients of sports organizations, an experience that simplifies life for parents while empowering staff to take their business up and to the right.

About the position:

This position is primarily responsible for providing customer support by responding to customer and client inquiries regarding the Upper Hand software; ensuring that the customers needs and concerns are met beyond satisfactorily by performing the following duties.

  • Serve as the front line support to ensure that all inbound customer & client requests are quickly addressed in a high quality manner.
  • Assist our customers with prompt, friendly and accurate help through any medium or channel 
  • Troubleshoot reported issues or queries in detail to diagnose and differentiate between product and non-product issues in order to provide accurate, valid and complete information to our customers
  • Identify and promote opportunities to guide customers to the best overall solution for them to maximize the value of Upper Hand
  • Communicate in an open, engaging and helpful tone 
  • Tailor communication style and troubleshooting delivery to match knowledge or skill level of customer
  • Identify and surface trends of customer or product issues to report to the product team to help improve the user experience

  • Acting as a first line of response to users
  • Finding solutions while connecting with customers
  • Provide customers/clients with timely responses 
  • Resolving inquiries in a timely manner
  • Multitasking in a fast-paced environment
  • Written and verbal communication with a consistent, professional, helpful and engaging tone that reflects our brand
  • Identifying opportunities to drive customer value 
  • Keeping organized and dealing with information coming from different sources at once
  • Learning quickly through strong listening skills and critical thinking with an eye for detail
  • Taking direction and contributing to a collaborative team
  • Staying positive and thriving under pressure
  • Explaining software concepts and troubleshooting steps to all customers and clients at any level of understanding

  • Bachelor's degree preferred 
  • 0-2 years experience - New graduates are welcome to apply
  • Excellent oral and written communication skills 
  • Motivated and positive attitude

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