Associate Software Support Specialist

Kinective•Gilbert, AZ

13h•Hybrid

About The Position

The Associate Software Support Specialist provides customer support across all Kinective products, using a knowledge base to troubleshoot and resolve issues. The role interacts with customers ranging from branch-level staff to IT staff during product installation and support. Support Specialists also participate in testing products under development, gaining hands-on experience in providing customer service. This 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 three to four days per week. Working hours are 8 a.m. to 5 p.m. The role participates in an after-hours support rotation. Sponsorship is not currently offered for this role.

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.
Ability to comprehend server logs.
Experience with networking, client-server environments, SQL databases, and Microsoft products is listed as a plus.
Knowledge of Microsoft Server/PC is listed as a qualification.
Experience with Salesforce.

Nice To Haves

Experience with networking, client-server environments, SQL databases, and Microsoft products.
Understanding of financial institutions, particularly banks and credit unions, including cash automation, branch operations, lending, and document signing and retention requirements.

Responsibilities

Answer and triage incoming support calls, emails, web requests, and chats from end users across Kinective products.
Administer and troubleshoot enterprise-based solutions and database structures, such as SQL.
Create and manage support tickets in Salesforce CRM and work with clients through ticket resolution.
Communicate with clients in a timely, courteous, and professional manner.
Use a testing environment to reproduce 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 external and internal use.
Keep case notes and statuses current through case closure.
Provide status reports and updates to management and team members as needed.
Participate in the after-hours support rotation schedule.
Follow support-team and company-wide operating procedures and adhere to operational and service-level agreements.
Assist with creating, maintaining, and updating end-user and internal knowledge articles.
Participate in testing new products being developed by Kinective.