Technical Support Specialist

Description

About the Role

The Technical Support Specialist is a vital foundational pillar of the Support team. Problem-solving, prioritizing well, and analyzing root causes effectively will be key to success in this position.

This role will include:

• Answering and resolving customer-reported Tier 1 and 2 issues or questions from inbound chat and email within designated SLAs, clarifying and offering solutions where provided information may be vague

• Regular proactive engagement and collaboration with QA, Support, CS, and Engineering teams, working cross-functionally via live meetings and Slack correspondence

• Creating and managing Zendesk and Jira tickets, providing timely, consistent, and clear follow progress updates to customers

• Producing test case scenarios to be used in QA testing and reliable metrics and data for Product and Engineering actioning

• Providing internal Support to our Kojo colleagues by engaging with various Slack channels to address issues raised there

• Maintaining a comprehensive and continuously expanding knowledge of Kojo to diagnose software issues

• Providing input into developing and modifying technical support systems to meet customer and internal needs

• Identifying workarounds, workflows, and new features for qualified customers to ensure that they are getting the most value out of their partnership with Kojo

• Acting as a brand ambassador for Kojo, providing world-class service and education to customers

About You

The ability to quickly adapt to advancing technologies and process changes is essential, as is the ability to work both independently and as part of a team. Familiarity with the construction industry, and a previous role in the construction industry, is a huge plus!

What you’ve accomplished:

• 3+ years working in a customer-facing role, preferably in SaaS, software, or technology-based environment

• 1+ years of tier 2 technical support, an IT-related role, or a QA testing role

• Track record of success working in a fast-paced environment and demonstrating a high sense of urgency

• Excellent network analysis fundamentals and robust troubleshooting skills, as well as experience with Jira, Zendesk, and ReTool

• Experience testing the different platforms we support (web/iOS/Android), different types of network environments, and on mobile simulators;

• Experience troubleshooting third-party integrations to ERP or accounting systems

• Ability to collect and provide useful metrics on customer reports so product and engineering can take action on them

• Deep understanding of the user experience and the ability to resolve customer support requests in thoughtful and creative ways

• Excellent written and verbal communication, with an ability to express ideas and opinions to various internal and external audiences

• Eagerness to learn and grow, receptive to feedback

What you care about:

• Customer Obsession: You care deeply about our customers and seek to understand their pain

• Innovation: You seek to understand the truth behind problems and find solutions to them

• Impact: You’re both fast-paced and detail-oriented

This role is entirely remote and candidates based in Canada, Central America, or South America are eligible to apply. Working hours are 9-5pm PST regardless of location.

The salary range for this role is between $30,000 USD and $45,000 USD, commensurate with region and experience.

Working at Kojo

Salary: Your salary will be dependent upon many factors, including your experience level, skillset, market dynamics and balancing internal equity relative to other Kojo employees. The compensation and benefits information that we provide is based on Kojo’s good-faith estimate as of the date of the job posting and may be modified in the future.

Benefits: This position is also eligible for a new hire equity grant and all US-based full time employees are eligible for our full suite of perks and benefits. For more information about our perks and benefits, check out https://www.usekojo.com/careers.

Location: Kojo’s team members work from home 100% of the time across North and South America. If applicable, we’ll identify the travel and/or location-specific requirements of a position in the text above. Otherwise, team members can expect to work business hours congruent with their local time zone and remotely.

Inclusive Workplace: Kojo values diverse perspectives and is committed to building an inclusive workplace. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance, we consider for employment qualified applicants with arrest and conviction records. We strongly encourage people from underrepresented groups to apply.

Scam Notice: Please be aware that there are individuals and organizations that may attempt to scam job seekers by offering fraudulent employment opportunities in the name of Kojo. These scams may involve fake job postings, unsolicited emails, or messages claiming to be from our recruiters or hiring managers. Kojo will never ask for any personal account informat

Similar Jobs