Associate Software Support Specialist

Kinective•Gilbert, AZ

9d•Hybrid

About The Position

The Associate Software Support Specialist provides customer service and technical support across Kinective products, using a knowledge base to troubleshoot and resolve issues. The role works with a range of customers, from branch-level staff to IT staff, during product installation and ongoing support. Support Specialists also participate in testing products under development, gaining hands-on experience in delivering service. The position is part of the Client Experience team and reports to the Manager, Support Services. It is hybrid, with an expectation of working in the office 3–4 days per week. The stated hours are 8 a.m. to 5 p.m., and the role participates in an after-hours support rotation. The role does not currently offer sponsorship opportunities.

Requirements

High school degree or above, or at least 2 years of experience in IT, customer service, or the banking industry.
Ability to work in a fast-paced environment with frequently changing priorities, deadlines, and workload.
Strong hardware and software troubleshooting, writing, and critical-thinking skills.
Excellent organizational, time-management, and communication skills.
Proficiency in Microsoft Office Suite, including Word, PowerPoint, and Excel.
Knowledge of Microsoft Server/PC systems.
Ability to comprehend server logs.
Experience with Salesforce.

Nice To Haves

Experience with networking, client-server environments, SQL databases, and Microsoft products.
A broad understanding of financial institutions, particularly the operations of banks and credit unions.
Cash automation knowledge, including branch operations, lending, and document signing and retention requirements.

Responsibilities

Answer and triage incoming support calls, emails, web requests, and chats from end users about Kinective products.
Administer and troubleshoot enterprise-based solutions and database structures, such as SQL.
Create and manage support tickets in Salesforce CRM and collaborate with clients through ticket resolution.
Interact with clients in a timely, courteous, and professional manner.
Use a testing environment to recreate and verify issues.
Identify ticket trends that may indicate a disruption in products or services.
Collaborate with staff to obtain information about internal and third-party applications for problem escalation.
Create, use, and maintain knowledge-base articles for internal and external use.
Keep case notes and statuses up to date through closure.
Provide status reports and updates to management and team members as needed.
Participate in an after-hours support rotation.
Follow established support-team and company-wide operating procedures.
Adhere to operational and service-level agreements.
Participate in testing new products being developed by Kinective.