Product Support Specialist

Product Support Representative

Location: Denver (Hybrid - Min 2-3 days/week at our office on Platte St, more frequent during your probation period to hit the ground running) Employment Type: Full-Time, Permanent

Our mission at Uptick is to make 100 million people safer where they live, work and play.

We're a fast-growing B2B SaaS business providing fire and security businesses with an easy-to-use yet powerful suite of software tools to help them run and grow their businesses.

Backed by leading global growth equity company PSG, we're now the category leader in Australia (where the business was started by our CEO & Founder) and operate in four countries. We launched in the UK in 2021 and most recently in the US last year.

About the Role

We're looking for a thoughtful and empathetic person to join our Product Support team in the UK. You'll be working on the frontline as part of a fast growing team.

You will be joining a team of 25+ Uptick colleagues in the US as we grow rapidly based on our incredible success in the UK and Australia. The pace of growth is not to be underestimated as we take proven product-market fit in the US and accelerate with an ever-expanding GTM team. Uptick will empower the person in this role to grow their career with efficient and effective decision-making, problem solving and communication.

You'll thrive here if you're curious, resourceful, and energized by learning and collaboration. You'll be supported by a high-trust team that's committed to doing meaningful work while building a company we're proud of.

What You'll Do

We're a team in growth mode. We plan to expand our presence across the US with purpose and momentum. We aim for excellence, not perfection. We are delivering high-quality results while learning from the things that don't go as planned. We're committed to growing individuals, teams, and the business together.

About You

To qualify for this role you will need to have had:

• Technologically adept, technically precise
• Proficiency with Excel / Google Sheets
• A passion for creating value for customers and helping them get the most out of our product.
• Care deeply, genuinely, and passionately about Product Support and about the role it plays in making a customer focused team successful
• Not be afraid of technology - have a desire to get stuck in and understand Uptick as a product & how deeply it is embedded in our Customer's workflows.
• Experience setting expectations and communicating with clients over phone, email & chat

To succeed in this role a candidate must be able to:

• Provide thoughtful, personalised support to Uptick users through in-product messaging and phone channels.
• Triage incoming requests and spot trends in customer issues to flag to the wider team.
• Exhibit strong communication skills, including: modifying your approach to different types of customers and situations; as well as setting or adjusting customer expectations.
• Exhibit exceptional critical thinking and problem solving - be curious, explore and offer Uptick solutions to clients that will best-suit their needs
• Identify, reduce, and document bugs for our developer teams.
• Contribute to the ongoing learning and success of the team, and the company, by sharing knowledge through mentorship, collaboration, and aiding in documentation.
• Fast learner - can listen, follow instructions and asks questions
• Ask for help. You know when something is over your head and are not afraid to seek assistance. You are skilled at explaining technical problems succinctly and clearly.

What We Offer:

• Competitive salary and benefits
• 401(k) match at 4% of base salary
• 18 days PTO + 1 extra day for your birthday
• 11 paid public holidays
• 10 paid sick days
• Comprehensive health coverage (medical, dental, vision, life)
• Plus other exciting perks like company retreats!

Annual Salary Range: $70,000 - 80,000

Equal Opportunity Employment:

We're building a team that's fired up to keep you safe where you work, live and play. Our software supports the technicians in keeping people safe, and we're driven by passion, skill, and a commitment to making a difference. We hire the best person for the job, regardless of race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition, creed, ancestry, national origin, or any other legally protected status. Equal opportunity makes us stronger and more effective.

Uptick - Fire & Security Software