Senior Software Support Specialist

Jobtailor; Deutschland; Remote; EUR 45.000 - 64.000; Vollzeit

Zusammenfassung

Kinective is seeking a technically savvy customer support professional to provide Tier 1–2 support across our product suite. You will troubleshoot complex issues, mentor junior staff, and collaborate with Product, Development, QA, and Training teams to improve our client experience.

Your role involves after-hours support rotation, knowledge article creation, and helping customers from banks and credit unions optimize hardware and software deployments.

Qualifikationen

• High school degree or above or 4+ years’ experience in IT, customer service, or banking industry experience.
• Expertise in a bank or credit union branch.
• Vast understanding of financial institutions, particularly banks and credit unions, including branch operations, lending, and document signing and retention requirements.
• Advanced proficiency in MS Office Suite (Word, PowerPoint, and Excel).
• Advanced SQL database skills.
• Ability to comprehend server logs.
• Strong references from peers, supervisors, and customers.
• Knowledge of Salesforce and case management tools.
• Understanding of C++, Java code, networking, XML, and XPath expressions is nice to have
• Ability to read and write VB.Net is nice to have
• Ability to participate in an after-hours support rotation schedule
• Experience administering and troubleshooting enterprise-based solutions and database structures
• Experience with SQL Server Management Studio and VB scripting within Access databases
• Basic understanding of networking

Aufgaben

• Provide the highest level of customer service across Kinective products using advanced troubleshooting techniques.
• Interact with customers ranging from branch-level staff to IT staff during installation and support.
• Participate in after-hours support rotation.
• Escalate Tier 1 and Tier 2 product issues and assist support specialists with product usage questions.
• Liaise with Kinective’s larger client base.
• Work with the Product Team to review and plan product enhancements.
• Collaborate with Development on escalations, bugs, and software release problems.
• Create high-level knowledge articles for internal and external use.
• Maintain and review Tier 1 and Tier 2 knowledge articles.
• Create and deliver product training for new and existing team members.
• Mentor Tier 1 and Tier 2 team members.
• Create training videos with the Training team for external client-portal use.
• Work with QA to determine the impact of changes on existing clients.
• Serve as a subject matter expert on core Kinective products.
• Provide technical expertise in implementation, administration, maintenance, analysis, and testing within client network environments.
• Administer and troubleshoot enterprise solutions and database structures.
• Work with hardware including cash dispensers, cash recyclers, and coin dispensers.
• Understand how banks and credit unions use solutions to optimize hardware and improve efficiency.
• Track incoming calls, emails, and chats in Salesforce ticketing management system

Kenntnisse

Banking Industry Knowledge

SQL

VB.Net Proficiency

C++ Understanding

Java Understanding

Networking Basics

Problem-Solving

Mentoring

Customer Interaction

Tools

Salesforce

MS Office Suite

SQL Server Management Studio

Access Databases

Kinective Products

Jobbeschreibung

• Provide the highest level of customer service across all Kinective products using advanced troubleshooting techniques
• Interact with customers ranging from branch-level staff to IT staff during installation and support
• Participate in after-hours support rotation
• Escalate Tier 1 and Tier 2 product issues and assist support specialists with product usage questions
• Liaise with Kinective’s larger client base
• Work with the Product Team to review and plan product enhancements
• Collaborate with Development on escalations, bugs, and software release problems
• Create high-level knowledge articles for internal and external use
• Maintain and review Tier 1 and Tier 2 knowledge articles
• Create and deliver product training for new and existing team members
• Mentor Tier 1 and Tier 2 team members
• Create training videos with the Training team for external client-portal use
• Work with QA to determine the impact of changes on existing clients
• Serve as a subject matter expert on core Kinective products
• Provide technical expertise in implementation, administration, maintenance, analysis, and testing within client network environments
• Administer and troubleshoot enterprise solutions and database structures
• Work with hardware including cash dispensers, cash recyclers, and coin dispensers
• Understand how banks and credit unions use solutions to optimize hardware and improve efficiency
• Track incoming calls, emails, and chats in Salesforce ticketing management system

Requirements

• High school degree or above or 4+ years’ experience in IT, customer service, or banking industry experience
• Expertise in a bank or credit union branch
• Vast understanding of financial institutions, particularly banks and credit unions, including branch operations, lending, and document signing and retention requirements
• Advanced proficiency in MS Office Suite (Word, PowerPoint, and Excel)
• Advanced SQL database skills
• Ability to comprehend server logs
• Strong references from peers, supervisors, and customers
• Knowledge of Salesforce and case management tools
• Understanding of C++, Java code, networking, XML, and XPath expressions is nice to have
• Ability to read and write VB.Net is nice to have
• Ability to participate in an after-hours support rotation schedule
• Experience administering and troubleshooting enterprise-based solutions and database structures
• Experience with SQL Server Management Studio and VB scripting within Access databases
• Basic understanding of networking

Core Competencies

Demonstrates expertise in customer service and technical support for banking solutions, with a strong focus on troubleshooting, training, and collaboration with product and development teams. Proficient in SQL database management and knowledgeable about financial institution operations.

Highest-signal resume keywords

• Customer Service Excellence
• Advanced SQL Database Skills
• Salesforce Ticketing Management
• Technical Support and Troubleshooting
• Banking Industry Knowledge

Hard Skills

• Advanced SQL
• Database Administration
• Technical Troubleshooting
• Knowledge Article Creation
• Product Training Development
• Server Log Comprehension
• VB.Net Proficiency
• C++ Understanding
• Java Understanding
• Networking Basics

Soft Skills

• Mentoring
• Collaboration
• Communication
• Problem-Solving
• Customer Interaction

Industry Keywords

• Banking Industry
• Credit Unions
• Branch Operations
• Lending
• Document Signing
• Retention Requirements

Tools & Technologies

• Salesforce
• MS Office Suite
• SQL Server Management Studio
• Access Databases
• Kinective Products