{"id":2184291,"url":"https://alion.io/job/upshop-customer-support-specialist","title":"Customer Support Specialist","company":{"id":687601,"name":"Upshop","domain":"upshop.com","url":"https://alion.io/company/upshop","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Los Angeles, United States","Miami, United States","Austin, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Postman","optional":false},{"name":"SQL","optional":false},{"name":"Zendesk","optional":false},{"name":"Datadog","optional":true},{"name":"Jira","optional":true},{"name":"MongoDB","optional":true}],"status":"live","first_seen_at":"2026-10-09T13:40:17Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-19T18:19:03Z","board_verified":true,"closed_at":null,"days_open":10,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":10},"description":"Overview of the Role: \nThe Customer Support Specialist (CSS) provides frontline technical support for Upshop customers across our retail software platforms. As a primary point of contact through phone and the support ticketing system, the CSS investigates application, configuration, data, connectivity, and in-store environment issues; resolves problems using established procedures and available knowledge; and maintains clear customer communication throughout the ticket lifecycle. The CSS is expected to think critically, take ownership, use approved AI and knowledge tools responsibly, and prepare complete evidence-based escalations when deeper investigation is required. This role builds technical expertise over time and contributes to stronger first-contact resolution and customer self-service. \nKey Responsibilities: \nSoftware Troubleshooting: Diagnose and resolve common application, configuration, access, data, and workflow issues using established support procedures and technical resources. \nInstallation & Environment Support: Assist with supported software installation, maintenance, connectivity, and in-store peripheral troubleshooting, including printers, scales, scanners, and other supported devices. \nCustomer Assistance: Serve as a primary customer contact by phone and through support tickets, responding promptly and communicating clearly and professionally. \nFirst-Contact Resolution: Investigate and resolve issues at the earliest appropriate point, applying sound judgment and recognizing when additional technical expertise is needed. \nTicket Ownership & SLAs: Maintain accurate case records, customer updates, troubleshooting steps, next actions, and resolutions; manage assigned tickets against service expectations and escalation procedures. \nKnowledge & Documentation: Use and contribute to approved knowledge articles and troubleshooting guides, documenting repeatable fixes and identifying opportunities for customer self-service. \nProduct Knowledge: Develop working knowledge of Upshop applications, retail workflows, and common customer issues; provide accurate guidance within established areas of expertise. \nEscalation Preparation: Gather relevant logs, screenshots, configuration details, data samples, reproduction steps, business impact, and actions already attempted before escalating complex issues to CSS II or other appropriate teams. \nOn-Call & Coverage: Participate in scheduled coverage or on-call responsibilities as assigned based on the team operating model. \nCustomer Communication & Prioritization: Communicate empathetically and effectively with customers and colleagues; prioritize competing tickets and provide timely, meaningful status updates. \nContinuous Learning: Build proficiency in software systems, APIs, data concepts, hardware, network connectivity, and retail operations through training, coaching, and hands-on support work. \nAI-Assisted Support & Additional Duties: Use company-approved AI tools to support troubleshooting, research, and documentation while following customer data and security requirements. Perform other related duties and projects as assigned. \nRequired Qualifications \nProven experience in customer or technical support (software/IT preferred). \nStrong analytical, problem-solving, and troubleshooting skills. \nAbility to follow documented troubleshooting processes, communicate by phone, and document investigations clearly. \nExceptional critical thinking skills, ability to focus under pressure \nAbility to manage multiple tasks and prioritize effectively in a fast-paced environment. \nExcellent verbal and written communication skills with a customer-first mentality and empathy in responses. \nWorks independently and collaborates effectively in a team. \nWorking knowledge of software applications, basic hardware and network troubleshooting, and structured technical investigation. \nExperience with a ticketing platform such as Zendesk (Support, Talk, or Guide), or ability to learn one quickly. \nFamiliarity with APIs, JSON, webhooks, or tools such as Postman; ability to collect relevant information for escalation. \nUnderstanding of basic database and SQL concepts, including how to interpret query results and recognize data discrepancies. \nDesired Skills: \nExperience with Zendesk, Jira, or comparable support and defect-tracking tools. \nExperience supporting enterprise SaaS applications or integrated software environments. \nFamiliarity with structured IT troubleshooting and incident or escalation processes. \nCosmo/Mongo DB queries and concepts \nKnowledge and experience with retail/ grocery concepts and terminologies \nExperience with DataDog tools and concepts \nExperience supporting retail/grocery operations, in-store systems, or customer-facing software platforms. \nSelf-directed learner who remains organized, collaborative, and customer-focused during urgent issues. \nExperience using approved AI tools, technical knowledge bases, or support automation to improve 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