Tier 2 Customer Support

Kenect • United States, United States • 2d ago

About Us

Kenect is on a mission to revolutionize customer communication and engagement for businesses across North America. Founded with a deep understanding of the challenges businesses face in connecting with their customers, Kenect helps companies streamline communication, enhance customer satisfaction, and drive growth through its innovative messaging and reputation platform. Trusted by thousands of businesses, our passionate team is committed to building technology that fosters closer connections and helps businesses thrive in a digital-first world.

About This Role

As a Tier II Technical Support Specialist, you will play a vital role in ensuring the success of Kenect. You will be responsible for providing technical support to clients in a timely manner through email, phone, and text message. You will be the point of escalation for our Customer Success teams to help troubleshoot complex technical issues with our core products. Kenect takes pride in delivering world-class support, and you will help lead our efforts.

What You Will Be Doing

-Troubleshoot and support customers on complex technical issues related to the Kenect software

-Resolve database connectivity issues related to our integrations

-Triage SMS messaging issues using lookup tools

-Read basic XML code to understand exception errors and do basic troubleshooting

-Act as escalation point for Tier 1 Support service requests; assist with issues as needed and write up bugs into ticketing system to allow development team to solve

-Respond to customer requests via phone, email, and text message within the pre-determined timeframe

-Coach and walk customers through screenshare to troubleshoot technical issues

-Log and track all requests using company's customer management tracking system, including documenting all actions taken to resolve requests

-Document resolutions/technical information in a central location for knowledge sharing internally and with customers

Skills & Qualifications

-2+ years of experience in Technical Support (Tier I or II) or a related field.

-Experience and excitement to assist customers over the phone.

-Type 50+ words per minute and comfortable with navigating the web.

-Strong verbal and written communication skills.

-A love for solving problems. We need someone who can dig in and has a great sense of satisfaction when they've figured it out.

-Bachelor's degree encouraged in related fields such as Computer Science, Information Technology, Information Systems, Computer Engineering, or other relevant fields.

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.

Kenect

Go to Apply

Share this job

Similar Jobs

CDOC - Community Parole Officer (Sterling)

State of Colorado • Sterling, CO • 24min ago

Management & Administrative

CDOC - Community Parole Officer (Sterling) Print ( https://www.governmentjobs.com/careers/colorado/jobs/newprint/5340994 ) Apply ? CDOC - Community Parole Officer (Sterling) Salary $5,546.00 - $7,766.00 Monthly Location...

24min ago

Go to Apply

Chief Estimator

Port Authority of New York and New Jersey • Jersey City, NJ • 24min ago

Management & Administrative

Description Chief Estimator - Engineering Department, Port Authority of NY & NJ Step into a defining leadership role at the Port Authority of New York & New Jersey as the Chief Cost Estimator and help shape one o...

24min ago

Go to Apply

Chief of Staff

Defense Logistics Agency • Pennsylvania, Pennsylvania • 24min ago

Management & Administrative

Summary See below for important information regarding this job. Responsibilities Serves as the Chief of Staff, DLA Distribution Headquarters, Defense Logistics Agency (DLA). DLA is a U.S. Department of Defense (DoD) agen...

24min ago

Go to Apply

Case Manager

General Dynamics Information Technology • Fairfax, VA • 24min ago

Management & Administrative

Req ID: RQ219749 Type of Requisition: Regular Clearance Level Must Be Able to Obtain: None Public Trust/Other Required: None Job Family: Program Delivery and Execution Skills: Employee Management,Patient Care,Regulatory...

24min ago

Go to Apply

Campus Safety Officer - 3rd Shift Part-Time

Franklin Pierce University • Rindge, NH • 24min ago

Management & Administrative

The Campus Safety Officer position serves as part of a 24-hour-per-day rotation. The Campus Safety Officer is responsible for completing safety and security assignments and responding to emergency and crisis incidents du...

24min ago

Go to Apply

BTS Site Manager

UIC Government Services and the Bowhead Family of Companies • Minot AFB, ND • 25min ago

Management & Administrative

Overview BTS Site Manager(MAFB-2024-20209): Bowhead seeks an Base Telecommunications System (BTS) Site Manager at Minot AFB, ND. The BTS Site Manager will perform and lead technicians in functions such as; running cables...

25min ago

Go to Apply

Configuration Manager

SAIC • Beale AFB, CA • 25min ago

Management & Administrative

Description SAIC is a trusted leader in delivering advanced command-and-control capabilities across the Department of the Air Force, bringing deep expertise in how cutting-edge technologies are engineered, secured, and d...

25min ago

Go to Apply

Child and Youth Program School Liaison Officer Med/Large

Commander, Navy Installations • Key West, FL • 26min ago

Management & Administrative

Summary CYP SCHOOL LIAISON OFFICER - Medium or Large The incumbent serves as the School Liaison Officer (SLO) on medium or large Navy installations in designated Navy Child and Youth Programs (CYP). The SLO serves as the...

26min ago

Go to Apply

Communication Security (COMSEC) Manager

GovCIO • Hampton, VA • 26min ago

Management & Administrative

Hampton, Virginia Top Secret w/ SCI On-site only Information Technology Overview GovCIO is currently hiring for a COMSEC Manager to mange our Deployable Communication Team COMSEC. This position will be located in Hampton...

26min ago

Go to Apply

Warehouse Manager

Smurfit Westrock • Livonia, MI • 27min ago

Management & Administrative

The Opportunity: The Warehouse Manager plans, organizes, and monitors the receiving, storage, and distribution of all products received either from suppliers or production shop to meet internal and external customer requ...

27min ago

Go to Apply

Subscribe to get new jobs sent directly to you
(no charge, cancel anytime)