Tier 1 Customer Support Specialist

Kenect; Youngstown (OH); Sur place; USD 42 000 - 64 000; Plein temps

Avantages offerts par ce poste

Health insurance

Dental insurance

Vision insurance

Birthday paid day off

Onsite gym

Snacks & drinks

Prime location

Résumé du poste

Kenect, an AI-powered texting and reputation management platform, is hiring an onsite Tier I Customer Support Specialist for our Pleasant Grove, Utah office. You will be the first point of contact for customers, offering technical assistance via phone, email, and text, guiding users through setup, troubleshooting, and using Kenect features.

Collaborating with Customer Success and technical teams, you will escalate complex issues, document interactions in the CRM, and strive to deliver an

Qualifications

• Experience in customer support or related role.
• Strong verbal and written communication skills.
• Comfortable speaking with customers on the phone.
• Typing speed of at least 50 words per minute.
• Ability to troubleshoot basic technical issues.

Responsabilités

• Serve as the first point of contact for customers seeking technical assistance.
• Troubleshoot and resolve basic technical issues related to Kenect's software.
• Assist customers with account setup and management.
• Guide customers through connecting integrations (Facebook, Google).
• Respond to billing inquiries and update customer accounts.
• Document interactions and resolutions in the CRM.
• Elevate complex issues to Tier II support when needed.

Connaissances

Customer support

Technical support

Phone support

Troubleshooting

Account setup

Documentation

Communication

Problem solving

Description du poste

This is an onsite position at our Pleasant Grove, Utah office.

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 This Role

Kenect is seeking a customer-focused Tier I Customer Support Specialist to serve as the first point of contact for customers needing assistance with our platform. In this role, you'll provide technical support through phone, email, and text messaging, helping customers troubleshoot issues, navigate our software, and get the most out of Kenect's products.

You'll also partner with our Customer Success and technical support teams to resolve customer concerns, elevate more complex issues, and ensure a positive customer experience.

We're looking for someone who enjoys solving problems, communicates clearly, and takes pride in delivering exceptional customer service. You'll thrive in this role if you're patient, resourceful, comfortable with technology, and motivated to help customers succeed.

What You Will Be Doing

• Serve as the first point of contact for customers seeking technical assistance, providing timely and professional support through phone, email, and text messaging.
• Troubleshoot and resolve basic technical issues related to Kenect's software, features, and functionality.
• Assist customers with account setup and management, including password resets, creating new users, updating permissions, and configuring general account settings.
• Guide customers through connecting and authenticating integrations with platforms such as Facebook and Google.
• Respond to billing inquiries and assist with customer account updates, escalating issues when necessary.
• Walk customers through troubleshooting steps using phone conversations, screen sharing, and other support tools to resolve issues effectively.
• Identify, document, and elevate complex technical issues to Tier II Customer Support Specialists or other appropriate teams.
• Partner with Customer Success and internal teams to troubleshoot customer concerns and ensure issues are directed to the appropriate resources.
• Handle sensitive or challenging customer interactions with professionalism, empathy, and a solutions-focused approach.
• Respond to customer inquiries within established service expectations, ensuring timely communication and follow-through.
• Accurately document customer interactions, troubleshooting steps, and resolutions in the company's customer management system.
• Identify recurring customer issues and share feedback with internal teams to help improve support processes and the overall customer experience.

Skills & Qualifications

• Experience in customer support, customer service, technical support, or a related customer-facing role.
• Strong verbal and written communication skills, with the ability to explain technical information clearly and professionally.
• Comfortable speaking with customers on the phone throughout the day and providing support through email and text messaging.
• Strong organizational skills, attention to detail, and the ability to manage multiple customer requests efficiently.
• Basic technical troubleshooting skills and confidence navigating web-based applications, software platforms, and online tools.
• Ability to type at least 50 words per minute while maintaining accuracy.
• Strong problem-solving skills, with the ability to ask thoughtful questions, identify issues, and work toward practical solutions.
• Ability to build positive relationships and establish rapport with customers across multiple communication channels.
• Patience, empathy, and professionalism when working with customers who may be frustrated or experiencing technical difficulties.
• Ability to learn new technology quickly and adapt to changing processes, products, and customer needs.
• A proactive, team-oriented mindset with a commitment to providing exceptional customer service.

Our Company Values We Hope You Showcase

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

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.