Software Support Specialist
About The Position
Every role at Kinective exists to move the needle for our clients, partners, and the financial institutions we serve. As a Software Support Specialist, you will be the frontline of the Kinective customer experience - the person our clients count on when something isn’t working and resolution matters most. You will own the full support journey for a wide range of customers, from branch-level staff to IT teams, troubleshooting and resolving issues across Kinective’s suite of enterprise FinTech products. This role blends technical depth with genuine customer care - and the work you do every day directly shapes whether our clients trust Kinective as a long-term partner.
Requirements
- 2+ years of experience in technical support, IT help desk, or a related role
- Bilingual in English and Spanish
- Demonstrated ability to troubleshoot and resolve hardware, firmware, and software issues across complex environments
- Comfort navigating client-server environments, reviewing system logs, and working within SQL databases and Microsoft-based infrastructure
- Experience with Salesforce or a comparable support/CRM platform for case management
- Strong written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences
- Highly organized with strong time management skills - able to manage a multi-case workload and shifting priorities without losing attention to detail
- A customer-first mindset and the composure to deliver excellent service under pressure
Nice To Haves
- Experience in the banking or financial services industry is a plus
- Proficiency in - or genuine curiosity about - VBScript or similar scripting languages is a plus
Responsibilities
- Serve as a primary point of contact for inbound support requests via phone, email, and web, triaging and responding to customers across all Kinective products in a timely, professional, and solutions-oriented manner
- Create, manage, and maintain support cases in Salesforce - keeping notes, status, and communication current from first contact through resolution or escalation
- Schedule and facilitate troubleshooting sessions with clients and partners to identify root causes, gather the right information, and drive cases toward closure
- Diagnose and resolve issues across enterprise FinTech software and hardware solutions in complex, multi-system environments -reviewing system logs, analyzing error patterns, and isolating points of failure
- Collaborate with internal teams and external partners to escalate cases with thorough documentation, ensuring continuity and faster resolution for the customer
- Identify and surface recurring issue trends to help the broader team get ahead of systemic problems before they impact more customers
- Create, maintain, and improve knowledge base articles for both internal and customer-facing use, making it easier for clients to self-serve and for colleagues to resolve issues efficiently
- Follow established support team procedures and company-wide operating standards, including adherence to service level agreements and quality benchmarks
- Participate in the after-hours and weekend support rotation, contributing to the reliable, around-the-clock coverage our financial institution clients depend on
Benefits
- Comprehensive health coverage (medical, dental, vision, prescriptions, life & disability)
- Flexible PTO, 11 company holidays, and generous parental and caregiver leave
- An immediately vested 401(k) with company contributions
- Wellness resources and professional development opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
