Onsite Tier 1 Customer Support Specialist

Kenect; Pleasant Grove (AL); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Health, Dental, Vision, Life & Dis

Disability Insurance

Birthday paid day off

Onsite gym

Breakroom snacks and drinks

Convenient location next to freeway

Job summary

Kenect is seeking a Tier I Customer Support Specialist to be the first point of contact for customers seeking technical and customer support. This onsite role in Pleasant Grove, Utah involves handling email, phone, and text inquiries and coordinating with Customer Success teams to resolve issues efficiently.

You will support basic technical issues, assist with password resets, user creation, billing questions, and guide customers through Kenect features.

Qualifications

• 1+ year of experience in Customer Support or Customer Service.
• Strong verbal and written communication skills.
• A+ organization skills.
• Comfortable talking to customers on the phone.
• Able to type 50+ words per minute.
• Comfortable 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 and creating new users; authenticating Kenect with Facebook & Google; user permissions and 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 customers through screen sharing to troubleshoot issues; triage issues to Tier 2 Support.
• Log and track all requests in the customer management system and document actions taken.

Skills

Verbal communication

Written communication

Organizational skills

Phone conversation

Typing speed

Job description

Kenect is seeking a Tier I Customer Support Specialist to be the first point of contact for customers seeking technical and customer support. This onsite role in Pleasant Grove, Utah involves handling email, phone, and text inquiries and coordinating with Customer Success teams to resolve issues efficiently.

You will support basic technical issues, assist with password resets, user creation, billing questions, and guide customers through Kenect features.