Onsite Tier I Support Specialist — Customer Care

Kenect; Youngstown (OH); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Birthday paid day off

Onsite gym

Snacks & drinks

Prime location

Job summary

Kenect, an AI-powered texting and reputation management platform, is hiring an onsite Tier I Customer Support Specialist for our Pleasant Grove, Utah office. You will be the first point of contact for customers, offering technical assistance via phone, email, and text, guiding users through setup, troubleshooting, and using Kenect features.

Collaborating with Customer Success and technical teams, you will escalate complex issues, document interactions in the CRM, and strive to deliver an

Qualifications

• Experience in customer support or related role.
• Strong verbal and written communication skills.
• Comfortable speaking with customers on the phone.
• Typing speed of at least 50 words per minute.
• Ability to troubleshoot basic technical issues.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance.
• Troubleshoot and resolve basic technical issues related to Kenect's software.
• Assist customers with account setup and management.
• Guide customers through connecting integrations (Facebook, Google).
• Respond to billing inquiries and update customer accounts.
• Document interactions and resolutions in the CRM.
• Elevate complex issues to Tier II support when needed.

Skills

Customer support

Technical support

Phone support

Troubleshooting

Account setup

Documentation

Communication

Problem solving

Job description

Kenect, an AI-powered texting and reputation management platform, is hiring an onsite Tier I Customer Support Specialist for our Pleasant Grove, Utah office. You will be the first point of contact for customers, offering technical assistance via phone, email, and text, guiding users through setup, troubleshooting, and using Kenect features.

Collaborating with Customer Success and technical teams, you will escalate complex issues, document interactions in the CRM, and strive to deliver an