What are the responsibilities and job description for the Tier 2 Customer Support position at Kenect?
About Us
Kenect is on a mission to revolutionize customer communication and engagement for businesses across North America. Founded with a deep understanding of the challenges businesses face in connecting with their customers, Kenect helps companies streamline communication, enhance customer satisfaction, and drive growth through its innovative messaging and reputation platform. Trusted by thousands of businesses, our passionate team is committed to building technology that fosters closer connections and helps businesses thrive in a digital-first world.
About This Role
As a Tier II Technical Support Specialist, you will play a vital role in ensuring the success of Kenect. You will be responsible for providing technical support to clients in a timely manner through email, phone, and text message. You will be the point of escalation for our Customer Success teams to help troubleshoot complex technical issues with our core products. Kenect takes pride in delivering world-class support, and you will help lead our efforts.
What You Will Be Doing
•Troubleshoot and support customers on complex technical issues related to the Kenect software
- Resolve database connectivity issues related to our integrations
- Triage SMS messaging issues using lookup tools
- Read basic XML code to understand exception errors and do basic troubleshooting
- Act as escalation point for Tier 1 Support service requests; assist with issues as needed and write up bugs into ticketing system to allow development team to solve
- Respond to customer requests via phone, email, and text message within the pre-determined timeframe
- Coach and walk customers through screenshare to troubleshoot technical issues
- Log and track all requests using company's customer management tracking system, including documenting all actions taken to resolve requests
- Document resolutions/technical information in a central location for knowledge sharing internally and with customers
Skills & Qualifications
•2 years of experience in Technical Support (Tier I or II) or a related field.
- Experience and excitement to assist customers over the phone.
- Type 50 words per minute and comfortable with navigating the web.
- Strong verbal and written communication skills.
- A love for solving problems. We need someone who can dig in and has a great sense of satisfaction when they've figured it out.
- Bachelor's degree encouraged in related fields such as Computer Science, Information Technology, Information Systems, Computer Engineering, or other relevant fields.
Our Company Values We Hope You Showcase
- Unwavering Customer Obsession
- See it, Solve it, Get it Done Build, Adapt, Win
What Kenect Offers!
- Health, Dental, Vision, Life & Disability Insurance
- Your birthday is a paid day off
- Onsite gym
- Breakroom full of snacks and drinks
- Convenient location next to freeway entrance/exit
We believe in hiring self-motivated team members who can run alongside us without needing to be “managed” along the way. Yes, we have managers and 1:1s. Yes, we believe in giving open two-way feedback. We also believe in having team members that can run without the daily guidance that some companies prefer.
Kenect is an equal opportunity employer. We are an organization comprised of people of all kinds of backgrounds, and believe this mix is precisely what makes us strong. All employment decisions at Kenect are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, family or parental status, or any other status protected under federal, state, or local law.
