Technical Support Specialist

Summary

Join Kojo's growing Support Team as a Technical Support Specialist! This vital role focuses on resolving customer issues, collaborating with various teams, and improving customer experience. You will handle Tier 1 and 2 support requests, create Zendesk and Jira tickets, and contribute to QA testing. Success requires strong problem-solving skills, cross-functional collaboration, and a deep understanding of Kojo's platform. The position is fully remote, with flexible hours, and offers a competitive salary and benefits package. Candidates based in Canada, Central America, or South America are eligible to apply.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

Familiarity with the construction industry, and a previous role in the construction industry

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
• The salary range for this role is between $30,000 USD and $45,000 USD, commensurate with region and experience
• This role is entirely remote
• Working hours are 9-5pm PST regardless of location