Technical Setup Specialist

Kenect•Pleasant Grove, AL

2d•Onsite

About The Position

As a Technical Setup Specialist, you’ll be the expert guiding customers as they get started with Kenect. This role focuses on managing the technical configuration of accounts, integration connections, and product features to ensure a seamless experience for both new and existing users. This role includes walking customers through key configuration steps and resolving technical issues that may arise during onboarding. You’ll also take ownership of escalated setup tasks, coordinate internally and externally to continue momentum, and make sure customers are fully activated and positioned for long-term success.

Requirements

Minimum of 1 year of experience in customer onboarding, customer service, technical setup, or customer support, preferably in a SaaS environment
Ability to simultaneously manage multiple projects and communication channels
Strong organizational skills with sharp attention to detail and follow-through on task completion
Excellent communication skills with the ability to explain complex concepts clearly to both technical and non-technical audiences
Familiarity with cloud-based platforms and tools (e.g., Salesforce, Jira)
Ability to identify, troubleshoot, and resolve technical issues
Proactive, resourceful problem-solver who can handle escalations with confidence

Responsibilities

Virtually conduct account setup meetings with stakeholders
Guide customers through compliance with 10DLC text messaging requirements
Manage potential issues and proactively recommend solutions
Monitor customer progress and address setup challenges quickly
Provide fast, clear, and professional responses to customer inquiries with proactive communication
Collaborate with team members and cross-functional departments on high-priority, time-sensitive matters
Accurately document activities to maintain visibility and alignment across teams