Tier 1 Customer Support Specialist

Kenect•Pleasant Grove, AL

5d•Onsite

About The Position

Kenect is a provider of an AI-powered texting and reputation management platform used by dealerships and service businesses across North America. Its platform helps businesses manage messaging, reviews, payments, and customer conversations, with integrations for existing industry systems. The Tier I Customer Support Specialist is the first point of contact for customers seeking customer or technical assistance. The specialist provides basic software support through email, phone, and text, and helps troubleshoot technical issues escalated by Customer Success teams. This position is onsite at Kenect’s Pleasant Grove, Utah office.

Requirements

At least 1 year of experience in customer support or customer service.
Strong verbal and written communication skills.
Strong organizational skills.
Comfort and enthusiasm for speaking with customers by phone throughout the day.
Typing speed of 50 or more words per minute.
Comfort navigating the web.
Ability to develop friendly rapport with customers by phone, email, and text.

Responsibilities

Troubleshoot and support customers with basic technical issues related to Kenect software.
Assist customers with password resets, creating new users, authenticating Kenect with Facebook and Google, user permissions, general settings, billing questions, and account updates.
Handle sensitive customer calls and triage them to the appropriate team.
Respond to customer requests by phone, email, and text within predetermined timeframes.
Coach customers through screen sharing to troubleshoot technical issues.
Triage defined support issues to Tier 2 Customer Support Specialists.
Log and track requests in the company’s customer management tracking system, documenting actions taken to resolve them.