Technical Support Specialist — Customer Success Advocate

KPA; Wisconsin; On-site; USD 30,000 - 36,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

PTO

401k with Company match

No-cost Mental Health Benefits

Flexible Spending Accounts

Paid Holidays

Job summary

KPA is seeking a Technical Support Specialist to assist customers using our software applications. You will troubleshoot issues, route complex problems to tier 2, and ensure timely, accurate solutions are documented in our ticketing system.

You will collaborate with clients, SMEs, and partners, maintain professional communication, and stay current with product releases. This role requires patience, problem-solving, and the ability to explain technical topics in plain language.

Qualifications

• Two years’ experience solving computer problems.
• Good command of English, both written and spoken.
• 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 customer satisfaction.
• Attend Product or Tier 2 training sessions for new product releases, processes or procedures.
• Become the trusted voice in KPA for customer issue resolution.

Skills

Technical Support

Customer Service

Windows

Mac OS

MS Office

Ticketing System

Communication Skills

Tools

Ticketing System

CRM Software

Job description

KPA is seeking a Technical Support Specialist to assist customers using our software applications. You will troubleshoot issues, route complex problems to tier 2, and ensure timely, accurate solutions are documented in our ticketing system.

You will collaborate with clients, SMEs, and partners, maintain professional communication, and stay current with product releases. This role requires patience, problem-solving, and the ability to explain technical topics in plain language.