COMPANY AND PRODUCT
ONE UP is a web startup with offices in San Francisco, CA and Paris, France and freelancers working around the world.
Our application is a tool that empowers small businesses to grow and succeed. This all-in-one business management suite runs in a web browser and on Android and iOS devices. Our feature set spans: Bank Automation, Sales, CRM, Expense Tracking, Tasks and Project management, Purchasing, Accounting, and Inventory. Currently ONE UP is available in English, French, and Chinese. We have users in over 80 countries worldwide.
We offer 1-on-1 success directly from a chat box directly inside the application and we also accept requests either through email or through a form on our support website.
The selected candidate will work full-time as an agent of the ONE UP 1-on-1 Support Level I team to provide end-user support for users of our web application worldwide.
Working through a web browser, the you will respond immediately to new chat support requests. Requests submitted by email or web form will appear as tickets in our 1-on-1 Support tool. You will be responsible for responding to these tickets according to our SLA.
Occasionally you may be required to do Skype or phone calls to aid in customer success.
For tickets generated from conversation, you will need to set tags on them for the purpose of categorizing them and marking them as candidates for inclusion in our Knowledge Base.
If the app seems to exhibit unexpected behavior, you will be responsible for testing and trying to re-produce the case. If a defect is found, you will report the bug, and once it is fixed, to test your reported bugs and notifying end users that they are fixed.
Experienced application support technician with relevant work experience of 1-2 years.
Motivated as an independent worker with remote management.
Able to work in U.S. time zone
English as native language or Advanced / Proficient in Business-level English (Knowledge of 2nd or 3rd language is preferable, particularly French or Spanish)
Passion for delivering fast, friendly, top-quality care to the end user.
Remarkable communicator who is able to explain things clearly and professionally in verbal discussion, chat discussion, email form, and written form.
Meticulous organizational skills to ensure every request is responded to in a timely manner and that action is taken to resolve every issue.
Proven analytical skills with the ability to evaluate issues through client communication and self-investigation.
The candidate must be proficient with the Web and have knowledge and experience with: business management, support ticketing system, Skype, and Microsoft Office. Experience with similar applications is a huge plus.
The candidate does not need to have knowledge of databases, programming, server operating systems, etc.
Motivated to excel in his/her role and open to career development.
This is a web-based position, availability needed during U.S. business hours