• 1-2 years in a customer care or support role or equivalent experience
• Ability to organize and plan effectively
• Comfort in cross-functional collaboration
• Strong verbal and written communication skills
• Passion for providing a great customer experience
• Skills and experience are necessary, but we hire on value alignment first, so if you feel you would be a good fit with us, still consider applying

Desirable

• As a Support Specialist at Uplight, you will work daily with many teams, both internal and external, to support the smooth functioning of customer care
• You will ensure information flows from internal groups to the outsourced customer-facing team and vice versa
• You will encourage and ensure quality interactions for end customers
• You will enable the customer-facing support team to assist customers and support Uplight programs as they evolve and expand over time
• You will assist with data requests and cyclical and ad hoc special projects related to customer support and associated systems
• Answer daily questions posed via Slack and ticket request system
• Develop and provide training to customer-facing agents and cross-functional teams
• Audit agent interactions and provide feedback
• Review reporting and provide insights
• Create documentation and training materials
• Help maintain/update the chatbot
• Serve as a liaison between teams to facilitate the sharing of knowledge
• Identify opportunities for system and process improvements and develop new processes in support of emerging and evolving programs
• Work with implementation and account teams to set up new programs and features
• Assist with monitoring and data entry tasks
• Ability to flex to unexpected situations and take on tasks with little lead time

• Application Deadline: 10/31/2024