Customer Support Tier II

Kenect•Pleasant Grove, UT

14d

About The Position

As a Tier II Technical Support Specialist, you will play a vital role in ensuring the success of Kenect. You will be responsible for providing technical support to clients in a timely manner through email, phone, and text message. You will be the point of escalation for our Customer Success teams to help troubleshoot complex technical issues with our core products. Kenect takes pride in delivering world-class support, and you will help lead our efforts.

Requirements

2+ years of experience in Technical Support (Tier I or II) or a related field.
Experience and excitement to assist customers over the phone.
Type 50+ words per minute and comfortable with navigating the web.
Strong verbal and written communication skills.
A love for solving problems. We need someone who can dig in and has a great sense of satisfaction when they’ve figured it out.

Nice To Haves

Bachelor’s degree encouraged in related fields such as Computer Science, Information Technology, Information Systems, Computer Engineering, or other relevant fields.

Responsibilities

Troubleshoot and support customers on complex technical issues related to the Kenect software
Resolve database connectivity issues related to our integrations
Triage SMS messaging issues using lookup tools
Read basic XML code to understand exception errors and do basic troubleshooting
Act as escalation point for Tier 1 Support service requests; assist with issues as needed and write up bugs into ticketing system to allow development team to solve
Respond to customer requests via phone, email, and text message within the pre-determined timeframe
Coach and walk customers through screenshare to troubleshoot technical issues
Log and track all requests using company’s customer management tracking system, including documenting all actions taken to resolve requests
Document resolutions/technical information in a central location for knowledge sharing internally and with customers