Tier 1 Customer Support Specialist

Kenect•Pleasant Grove, UT

3d•Onsite

About The Position

Kenect is hiring a Tier I Customer Support Specialist to serve as the first point of contact for customers seeking customer and technical assistance. The specialist provides basic technical support through email, phone, and text messages, helping customers receive prompt and effective assistance. The role also serves as an escalation point for Customer Success teams troubleshooting technical issues with Kenect’s core products. The position is onsite at Kenect’s Pleasant Grove, Utah office. The specialist troubleshoots common software and account issues, handles sensitive customer calls, guides customers through troubleshooting by screen sharing, and escalates defined issues to Tier 2. They document and track customer requests and actions in the company’s customer management tracking system. Kenect describes itself as an AI-powered texting and reputation management platform used by more than 10,000 dealerships and service businesses across North America. The company emphasizes customer obsession, initiative, adaptability, and open two-way feedback.

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 on the phone throughout the day.
Typing speed of at least 50 words per minute.
Comfort navigating the web.
Ability to develop friendly rapport with customers by phone, email, and text message.

Responsibilities

Troubleshoot 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 route them to the appropriate team.
Respond to customer requests by phone, email, and text message within predetermined timeframes.
Coach customers through screen sharing to troubleshoot technical issues.
Triage defined support issues to a Tier 2 Customer Support Specialist.
Log and track requests in the company’s customer management tracking system, documenting all actions taken to resolve them.
Support Customer Success teams with troubleshooting technical issues involving core products.