Tech Support Specialist: Customer-First Troubleshooter

KPA; United States; Remote; USD 30,000 - 36,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Flexible Spending Accounts

PTO

Paid and Floating Holidays

401k with Company match and immediate

Job summary

KPA is hiring a Technical Support Specialist in the United States to assist customers with KPA software applications. You will troubleshoot issues, escalate when needed, and document all communications in our ticketing system.

You will help guide clients and partners toward effective resolutions, maintain high service levels, and participate in ongoing training for new products to become a trusted voice in customer issue resolution.

Qualifications

• 2 years’ experience solving computer problems.
• Strong verbal and written communication in English.
• Familiarity with Windows and Mac operating systems.

Responsibilities

• Assist in troubleshooting and resolution and engage tier 2 technical support when appropriate.
• Prioritize and handle incoming customer support issues and ensure response according to defined standards, documenting all related communication into a centralized ticketing system.
• Provide oversight and guidance to clients, SMEs, and Partners, and encourage a culture that under promises and over delivers.
• Communicate recurring issues to staff effectively to help foster team cohesion.
• Provide daily review of completed help desk tickets for accuracy and completeness.
• Provide feedback toward quality improvements to our solutions and ensuring customer satisfaction.
• Attend Product or Tier 2 training sessions as required for new product releases.
• Become the trusted voice in KPA for customer issue resolution.

Skills

Troubleshooting

Customer support

Windows OS

Mac OS

MS Office

Communication

Tools

Ticketing system

Job description

KPA is hiring a Technical Support Specialist in the United States to assist customers with KPA software applications. You will troubleshoot issues, escalate when needed, and document all communications in our ticketing system.

You will help guide clients and partners toward effective resolutions, maintain high service levels, and participate in ongoing training for new products to become a trusted voice in customer issue resolution.