Tier 1 Customer Support Specialist

Kenect; Pleasant Grove (AL); Sur place; USD 38 000 - 52 000; Plein temps

Avantages offerts par ce poste

Health, Dental, Vision, Life & Dis

Disability Insurance

Birthday paid day off

Onsite gym

Breakroom snacks and drinks

Convenient location next to freeway

Résumé du poste

Kenect is seeking a Tier I Customer Support Specialist to be the first point of contact for customers seeking technical and customer support. This onsite role in Pleasant Grove, Utah involves handling email, phone, and text inquiries and coordinating with Customer Success teams to resolve issues efficiently.

You will support basic technical issues, assist with password resets, user creation, billing questions, and guide customers through Kenect features.

Qualifications

• 1+ year of experience in Customer Support or Customer Service.
• Strong verbal and written communication skills.
• A+ organization skills.
• Comfortable talking to customers on the phone.
• Able to type 50+ words per minute.
• Comfortable navigating the web.
• Ability to develop friendly rapport with customers via phone, email, and text message.

Responsabilités

• Troubleshoot and support customers on basic technical issues related to the Kenect software.
• Password resets and creating new users; authenticating Kenect with Facebook & Google; user permissions and settings.
• Billing questions and updating customer accounts.
• Handling sensitive customer calls and triaging to appropriate team.
• Respond to customer requests via phone, email, and text messages within pre-determined timeframe.
• Coach customers through screen sharing to troubleshoot issues; triage issues to Tier 2 Support.
• Log and track all requests in the customer management system and document actions taken.

Connaissances

Verbal communication

Written communication

Organizational skills

Phone conversation

Typing speed

Description du poste

About Us

Kenect is a leading AI-powered texting and reputation management platform used by 10,000+ dealerships and service businesses across North America. We help companies streamline communication, respond faster, and drive real revenue by converting their main business line into a text-enabled number and unifying messaging, reviews, payments, and customer conversations in one simple platform.

What sets Kenect apart from other communication tools is our deep industry expertise and seamless integrations with the systems dealers already use. Teams trust us because our technology is easy to adopt, built for real-world workflows, and delivers measurable improvements in speed, customer satisfaction, and operational efficiency.

We're a fast-growing, mission-driven team building technology that strengthens human connection in a digital-first world and we're just getting started.

About the Role

As a Tier I Customer Support Specialist, you will be the first point of contact for our customers seeking customer and technical assistance. You will provide basic technical support through email, phone, and text messages to ensure that our customers receive prompt and effective assistance. You will be the point of escalation for our Customer Success teams to help troubleshoot technical issues with our core products. We take pride in delivering world-class support and you will help lead these efforts. This role will be onsite at our Pleasant Grove, Utah office.

What You Will Be Doing

• Troubleshoot and support customers on basic technical issues related to the Kenect software.
• Password resets -Creating new users -Authenticating Kenect with Facebook & Google -User permissions and general Kenect settings –
• Billing questions and updating customer accounts
• Handling sensitive customer calls and triaging to appropriate team
• Respond to customer requests via phone, email, and text messages within pre-determined timeframe
• Coach and walk customers through screen share to troubleshoot technical issues -Triage defined support issues to Tier 2 Customer Support Specialist
• Log and track all requests using the company's customer management tracking system, including documenting all actions taken to resolve requests

Skills & Qualifications

• 1 + years experience in Customer Support or Customer Service
• Strong verbal and written communication skills
• A+ organization skills
• Comfortable and excited to talk to customers on the phone throughout the day
• Types 50+ words per minute
• comfortable with navigating the web
• Ability to develop friendly rapport with customers via phone, email, and text message

Our Company Values We Hope You Showcase

• See it, Solve it, Get it Done
• Build, Adapt, Win
• Unwavering Customer Obsession

What Kenect Offers!

• Health, Dental, Vision, Life & Disability Insurance
• Your birthday is a paid day off
• Onsite gym
• Breakroom full of snacks and drinks
• Convenient location next to freeway entrance/exit

We believe in hiring self-motivated team members who can run alongside us without needing to be “managed” along the way. Yes, we have managers and 1:1s. Yes, we believe in giving open two-way feedback. We also believe in having team members that can run without the daily guidance that some companies prefer.

Kenect is an equal opportunity employer. We are an organization comprised of people of all kinds of backgrounds, and believe this mix is precisely what makes us strong. All employment decisions at Kenect are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, family or parental status, or any other status protected under federal, state, or local law.