Remote Technical Support Specialist

Summary

Join KPA, a leading provider of Workforce Compliance software and consulting services, as a Technical Support Specialist. Assist customers with procedural or operating difficulties with KPA's software applications, products, or services. This remote-first, hybrid position offers flexibility and a competitive compensation package.

Responsibilities

• Assist in troubleshooting and resolution on KPA's SaaS products, including tier 2 technical support when appropriate
• Prioritize and handle incoming customer support issues and ensure response according to defined standards, documenting all related communication/information into a centralized ticketing system
• Address end-user concerns in a competent and professional manner
• Provide oversight and guidance to KPA’s Clients, Subject Matter Experts, and Partners, and encourage a culture that under promises and over delivers
• Communicate recurring issues to staff effectively to help foster team cohesion
• Provide daily review of completed help desk tickets for accuracy and completeness
• Provide constant feedback toward quality improvements to our solutions and ensuring customer satisfaction
• Attend and grow from Product or Tier 2 training sessions as required for the handling of new product releases, processes, or procedures
• Become the trusted voice in KPA for customer issue resolution