Tier 1 Customer Support Specialist

Kenect•Pleasant Grove, AL

1d•Onsite

About The Position

As a Tier I Customer Support Specialist, you will be the first point of contact for our customers seeking customer and technical assistance. You will provide basic technical support through email, phone, and text messages to ensure that our customers receive prompt and effective assistance. You will be the point of escalation for our Customer Success teams to help troubleshoot technical issues with our core products. We take pride in delivering world-class support and you will help lead these efforts. This role will be onsite at our Pleasant Grove, Utah office.

Requirements

1 + years experience in Customer Support or Customer Service
Strong verbal and written communication skills
A+ organization skills
Comfortable and excited to talk to customers on the phone throughout the day
Types 50+ words per minute
comfortable with navigating the web
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.
Password resets -Creating new users -Authenticating Kenect with Facebook & Google -User permissions and general Kenect settings –
Billing questions and updating customer accounts
Handling sensitive customer calls and triaging to appropriate team
Respond to customer requests via phone, email, and text messages within pre-determined timeframe
Coach and walk customers through screen share 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, including documenting all actions taken to resolve requests