Senior Software Support Specialist

Kinective•Gilbert, AZ

1d•$50,000 - $70,000

About The Position

Ready to be a part of the company transforming FinTech and how the world accesses banking services? Kinective is here to change the way the world accesses and thinks about banking through software that connects a historically “boring” industry to the latest and greatest fintechs shaping the industry. Banks and credit unions are using some pretty old-school systems, which makes adopting new and innovative technology difficult. Kinective is the connector that bridges that technology gap and helps modernize the way banking works. Our 300+ team of mega-talented and passionate folks are brought together with the unifying desire to make life easier (and better) for our clients and ultimately paving the way for banks and credit unions to modernize banking for everyone. We’re transforming our industry. You’re hopping into a rocket ship when you join the Kinective team. We have our sights set on becoming the go-to banking technology enabler, giving our customers total freedom in choosing any system, technology, or provider to scale their innovation efforts and have it integrate with their banking core. We love our customers (and they love us, too). Creating incredible customer outcomes is a unifying value at Kinective, with over a 95% customer retention rate. Life at Kinective looks like this: Bid adieu to snooze-fest corporate gigs. At Kinective, we believe that balance is key. We know how to have fun, and how to hit deadlines. We know how to collaborate and enjoy comradery, and how to provide feedback to help each other grow professionally. Our culture empowers team members to take the lead, upholds integrity as our bedrock, and values trust and respect in all our operations. We believe in learning new skills, mentoring colleagues, and nurturing personal development. That’s why we seek to promote from within and give our team members the opportunity to rise with us.

Requirements

High school degree or above or 4+ years’ experience in IT, customer service, or banking industry experience.
Expertise in a bank or credit union branch.
Vast understanding of Financial Institutions particularly banks and credit unions' inner workings from branch operations, lending and document signing and retention requirements.
Advanced in MS Office Suite (Word, PowerPoint, & Excel).
Advanced in SQL Database.
Ability to comprehend server logs.
Strong references from peers, supervisors, and customers.

Nice To Haves

Understanding of C++, JAVA code, Networking, XML & xPath expressions, ability to read and write VB.Net.
Knowledge of Salesforce and case management tools.

Responsibilities

Provide the highest level of customer service in all Kinective products using advanced troubleshooting techniques to resolve issues.
Interact with a wide range of customers from Branch Level staff to IT staff during installation and support of Kinective products.
Participate in testing new products that are being developed by Kinective.
Provide first class Customer Service Phone Skills.
Participate in after-hours support rotation schedule.
Act as an escalation for Tier 1 and 2 product issues for resolution.
Work closely with Tier 1 and Tier 2 Support Specialists, assisting with questions or issues on Kinective product usage.
Act as a liaison to Kinective’s larger client base.
Work diligently with Kinective’s Product Team to review and plan enhancements to all Kinective products.
Work closely with Development of all reported escalations and maintain communication with the team on reported bugs or problems with software releases.
Create high level knowledge articles for both internal and external use.
Maintain and review all newly created Tier 1 and Tier 2 knowledge articles as they are created and updated.
Create and perform product training for new and existing team members, to enhance their skills and knowledge.
Act as a Mentor to Tier 1 and 2 team members.
Work closely with the Training team to create needed training videos for external use on the client portal.
Work with QA to determine the impact of changes for existing client base.
Serve as a Subject Matter Expert in the core Kinective Products.
Provide technical expertise in the implementation, administration, maintenance, analysis, and testing of our Kinective products & solutions within the client’s network environment.
Demonstrate the knowledge and experience to administer and troubleshoot enterprise-based solutions and database structures, such as SQL.
Have a complete understanding of multiple footprints and deployment models.
Develop and demonstrate proficiency with all hardware that our solutions interface with, including but not limited to Cash Dispensers, Cash Recyclers, and Coin Dispensers.
Develop and demonstrate a high level of understanding as to how our end users, in Banks and Credit Unions utilize our solutions to optimize their hardware, and gain efficiencies.
Responsible for tracking all incoming calls/emails/chats in our Salesforce ticketing management system.
Utilize database experience with mapping and configurations utilizing SQL Server Management Studio and VBScripting within Access databases.
Have a basic understanding of networking helpful to determine where a networking communication issue could be affecting the performance of the Kinective product line.