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GiddyUp Administrator I


What are we looking for?

We are looking for self-starting and highly motivated people
to help us provide exceptional technical support to our customers. 

As a GiddyUp Administrator I, you will hold a critical customer facing position. You will assist our customers in making changes to their GiddyUp implementation and provide them with assistance troubleshooting issues, reporting software defects ("bugs"), documenting requests for new features, and provide general technical support.


What are the duties
of this position?

  • Become highly skilled and proficient in all aspects of configuring and running the GiddyUp platform.
  • Respond to user inquiries and provide technical support via phone, email, chat and other forms of communication.
  • Diagnose and troubleshoot software-related issues, including installation, configuration, and operation.
  • Guide users through step-by-step solutions and document resolutions for future reference.
  • Log, track, and manage all support requests and incidents using the company's system.
  • Prioritize and escalate issues as needed to ensure timely resolution.
  • Follow up with users to ensure their issues are fully resolved and document the resolution process.
  • Create and update user manuals, FAQs, videos and other instructional materials.
  • Conduct training sessions for end users on how to effectively use GiddyUp.
  • Provide excellent customer service by maintaining a courteous and professional demeanor.
  • Communicate technical information to non-technical users in an easy-to-understand manner.
  • Ensure a positive user experience and high levels of customer satisfaction.
  • Provide excellent customer service by maintaining a courteous and professional demeanor.
  • Communicate technical information to non-technical users in an easy-to-understand manner.
  • Ensure a positive user experience and high levels of customer satisfaction.
  • Work closely with the development and QA teams to identify and resolve software bugs.
  • Actively participate in the QA effort of all direct customer-related cards for releases and patches to ensure customer reported issues are resolved.
  • Provide feedback to the product team on user experience and suggest improvements.
  • Maintain detailed records of all support requests and resolutions.
  • Create and update the knowledge base with new solutions and troubleshooting tips.
  • Document and report recurring issues to identify trends and potential improvements.
  • Ensure that support activities comply with company policies and industry regulations.
  • Maintain the confidentiality and security of user data and company information.
  • Learn and continually refresh your knowledge of CutterCroix’s products and services.
  • Work with clients to optimize CutterCroix product(s).
  • Attend and participate in customer meetings, training sessions, and trade shows as required.
  • Serve as a liaison between the Customer Success Department and the Engineering and Quality Assurance Departments.
  • Other duties as assigned.


What are the requirements
of this position?

  • Associates degree or better required 
  • 2 years of relevant experience 
  • Prior experience with GiddyUp is preferred
  • Prior programming experience is preferred
  • Experience with ITIL or ITSM is preferred
  • Demonstratable proficiency with HTML and CSS 
  • Proficiency with Microsoft Office and Visio
  • Working outside normal business hours may be required on a case by case basis to resolve critical customer issues 
  • Travel is required as needed 
  • Have a strong work ethic & pay close attention to detail 
  • Have a pleasant, upbeat, professional personality 
  • Be a self-motivated team player, able to work in a fast paced, dynamic environment 
  • Be articulate, diplomatic and tactful 
  • Be punctual and respect other people’s time 
  • Be a problem solver with a can-do attitude 
  • Be a career minded individual looking to play a vital role in our mutual success 
  • Be able to communicate effectively, both verbally and in writing 
  • Have excellent time management skills and the ability to prioritize multiple tasks 
  • Thrive to be excellent and never settle for average 
  • Experience in the roofing or construction industry is a plus 
  • Be a self-motivated team player, able to work in a fast paced, dynamic environment



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