Product Support Specialist

Kahua; United States; Remote; USD 50,000 - 85,000; Full time

Job summary

Join a forward-thinking company as a Product Support Specialist, where you'll play a crucial role in delivering exceptional technical support for an innovative application platform. This position offers a dynamic work environment, allowing you to utilize your analytical skills and customer service expertise to troubleshoot issues and enhance user satisfaction. With a strong emphasis on teamwork and continuous improvement, you'll collaborate with engineers and customers to ensure seamless experiences. If you're passionate about technology and eager to make a difference, this role is perfect for you.

Benefits

Medical insurance

401(k)

Paid paternity leave

Paid maternity leave

Disability insurance

Vision insurance

Qualifications

• 4+ years of experience in construction software support or similar industries.
• Strong attention to detail and organizational skills.

Responsibilities

• Provide technical support for Kahua's Application Platform.
• Troubleshoot and resolve customer issues effectively.

Skills

Technical Support

Analytical Thinking

Customer Service

Communication Skills

Problem Solving

Education

Bachelor’s degree in Business

Bachelor’s degree in IT

Bachelor’s degree in Engineering

Bachelor’s degree in Architecture

Tools

CRM Tools

Job description

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Position Description

Position: Product Support Specialist

Department: Support

Location: Remote (PST or ASKT Required)

Reports To: Director of Product Support

Job Scope and Accountabilities:

At Kahua, Product Support Specialists provide technical support to Kahua’s customers and partners with their use of our Application Platform as a Service solution and our suite of applications for construction project management. Product Support Specialists are assigned a shift each workday where they use their expertise to analyze reported issues, determine root causes, and recommend solutions. Additionally, Product Support Specialists are responsible for providing on-call 24/7 support on a rotational basis.

Key Responsibilities:

• Consistently demonstrate Kahua’s core values
• Utilize product knowledge, issue investigation skills, and prior experiences to troubleshoot and resolve reported issues
• Prioritize support issues and manage backlog of open tickets
• Consistently demonstrate patience and professionalism in all customer and team interactions
• Effectively communicate with customers and other Kahua employees
• Offer best practice solutions to user questions about the Kahua platform
• Replicate issues and determine proper escalation path to achieve resolution in a timely manner
• Assist new users with the onboarding experience
• Document problems, diagnostics, interactions, next steps, and solutions (knowledgebase) in a CRM tool
• Collaborate with peers, engineers, and third-party vendors to resolve customer issues, maintaining complete ownership of issues from beginning to resolution
• Follow up with customers to ensure accurate and timely resolution for their issues
• Provide an extraordinary customer service experience
• Identify opportunities for continuously improving our customers experiences with Kahua
• Strong written and verbal communications skills, with proven experience interacting with a range of personalities and styles, to establish effective relationships at all levels of the organization
• Able to quickly learn systems, processes, and procedures, grasp technical concepts, and adapt easily to change
• Must have a passion for learning and demonstrable intellectual curiosity
• Able to manage competing demands, multiple priorities, while remaining adaptable and flexible
• Willingness to work a defined shift based on customer volume
• Willingness to perform on-call 24/7 support on a rotational basis

Experience Required:

4+ years of performing construction software support experience, OR other relevant experience in support or similar industries may be considered in lieu of experience listed

Education/Professional Qualifications:

Bachelor’s degree in business, engineering, IT, or architecture. Other relevant experience may be considered in lieu of one of the bachelor’s degrees listed

Interpersonal Skills:

• Ability to quickly learn software applications
• Strong attention to detail and organizational skills
• Takes immediate action on assignments and uses own initiative to perform other tasks that help team achieve its goals
• Analytical thinking skills to help define test scenarios
• Ability to interact and communicate with team members, management, business sponsors, and non-technical clients
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the peers
• Ability to direct, assign, review, and provide critical feedback on the work of others in a constructive, solution-oriented manner
• Exhibits alignment with Kahua’s Core Values of Teamwork, Customer Focus, Continuous Improvement, Performance and Work-Life Balance

This position will require you to be in a PST or ASKT zone. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

At Kahua, we value a diverse, inclusive workforce and we provide equal employment opportunities for all applicants and employees. All qualified applicants for employment will be considered without regard to an individual’s race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws. If you are unable to submit your application because of incompatible assistive technology or a disability, please contact us at [e-mail].

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service and Information Technology

• Industries

  Software Development

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Inferred from the description for this job

Medical insurance

401(k)

Paid paternity leave

Paid maternity leave

Disability insurance

Vision insurance

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