Onsite Tier I Support Specialist — Utah

Kenect; Pleasant Grove (UT); On-site; USD 25,000 - 33,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

Birthday paid day off

Onsite gym

Snacks & drinks

Job summary

Kenect is seeking a customer-focused Tier I Customer Support Specialist to be the first point of contact for customers using our AI-powered texting platform. You will provide technical support via phone, email, and text, troubleshoot issues, and help customers maximize Kenect's features.

Collaborate with Customer Success and Tech Support teams to resolve concerns, document interactions, and escalate complex issues to Tier II as needed. Excellent communication and empathy are essential.

Qualifications

• Experience in customer support or related role.
• Strong verbal and written communication; able to explain technical info clearly.
• Comfortable with phone, email, and text-based support.
• Able to manage multiple requests with strong organizational skills.
• Basic technical troubleshooting for web-based apps and software.

Responsibilities

• Serve as first point of contact for customers via phone, email and text.
• Troubleshoot basic technical issues in Kenect's platform.
• Assist with account setup, password resets, and permissions.
• Guide customers through integrations with Facebook and Google.
• Respond to billing inquiries and update customer accounts.
• Document interactions and resolutions in CRM system.
• Escalate complex issues to Tier II when needed.

Skills

Customer support

Verbal communication

Written communication

Phone support

Organizational skills

Technical troubleshooting

Typing speed 50 WPM

Problem solving

Relationship building

Team player

Empathy

Adaptability

Job description

Kenect is seeking a customer-focused Tier I Customer Support Specialist to be the first point of contact for customers using our AI-powered texting platform. You will provide technical support via phone, email, and text, troubleshoot issues, and help customers maximize Kenect's features.

Collaborate with Customer Success and Tech Support teams to resolve concerns, document interactions, and escalate complex issues to Tier II as needed. Excellent communication and empathy are essential.