Customer Support Tier II at Kenect

About UsKenect 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 RoleAs 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 DoingTroubleshoot and support customers on complex technical issues related to the Kenect softwareResolve database connectivity issues related to our integrationsTriage SMS messaging issues using lookup toolsRead basic XML code to understand exception errors and do basic troubleshootingAct 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 solveRespond to customer requests via phone email and text message within the pre-determined timeframeCoach and walk customers through screenshare to troubleshoot technical issuesLog and track all requests using companys customer management tracking system including documenting all actions taken to resolve requestsDocument resolutions/technical information in a central location for knowledge sharing internally and with customersSkills & Qualifications2 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 theyve figured it out.Bachelors 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 ShowcaseUnwavering Customer ObsessionSee it Solve it Get it DoneBuild Adapt WinWhat Kenect Offers!Health Dental Vision Life & Disability InsuranceYour birthday is a paid day offOnsite gymBreakroom full of snacks and drinksConvenient location next to freeway entrance/exitWe 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. Key Skills Design Engineering,Baan,Customer Service,Fund Management,ABAP,Elevator Employment Type : Full-Time Experience: years Vacancy: 1