Job Information
Kenect Customer Technical Support Tier 2 in Pleasant Grove, Utah
About Us
Kenect is based in the “Silicon Slopes” of Utah. Our goal is to Kenect businesses with consumers through our state-of-the-art business texting platform.
We work very hard to make text messaging the primary communication tool for any business across the U.S. and Canada. Texting is the way the consumer wants to do business. It's time for businesses to embrace that trend and stop the constant game of voicemails, phone tag, and making customers wait on hold.
About the 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 messages. 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 basic 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 an escalation point for Tier 1 Support service requests; assist with issues as needed and write up bugs into the ticketing system to allow the development team to solve
Respond to customer requests via phone, email, and text message within the pre-determined time frame.
Coach and walk customers through screen share to troubleshoot technical issues
Document resolutions/technical information in a central location for knowledge sharing internally and with customers.
Skills & Qualification
'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 be 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 is 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
Get Things Done
Learn Fast, Go Fast
Above and Beyond
Be Optimistic
Team is Family
Be Direct
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.