<span>Tier 1 Customer Support Specialist</span>

Kenect • Pleasant Grove, UT

391d • $37,440 - $39,520

About The Position

As a Tier I Customer Support Specialist at Kenect, you will serve as the first point of contact for customers seeking technical assistance. Your role is crucial in providing basic technical support through various communication channels, ensuring customers receive prompt and effective assistance. You will also assist in troubleshooting technical issues and escalate more complex problems to the Tier 2 support team, all while contributing to the company's mission of enhancing customer satisfaction and engagement.

Requirements

• 1+ years experience in Customer Support or Customer Service.
• Strong verbal and written communication skills.
• Excellent organizational skills.
• Comfortable and excited to talk to customers on the phone throughout the day.
• Ability to type 50+ words per minute and navigate the web effectively.
• Ability to develop friendly rapport with customers via phone, email, and text message.

Responsibilities

• Troubleshoot and support customers on basic technical issues related to the Kenect software.
• Perform password resets and create new user accounts.
• Authenticate Kenect with Facebook & Google and manage user permissions and general settings.
• Respond to customer requests via phone, email, and text messages within a pre-determined timeframe.
• Coach and walk customers through screen sharing to troubleshoot technical issues.
• Triage defined support issues to Tier 2 Customer Support Specialist.
• Log and track all requests using the company's customer management tracking system, documenting all actions taken to resolve requests.

Benefits

• Health, Dental, Vision, Life & Disability Insurance
• Paid day off for your birthday
• Onsite gym
• Breakroom full of snacks and drinks
• Convenient location next to freeway entrance/exit

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Publishing Industries
• Education Level: No Education Listed