Key Responsibilities:

• Assist in troubleshooting and resolution and engage 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.

Success Criteria:

• You must be responsible, detail-oriented and conscientious. Your commitment to the customer and to the proper handling of their issues is of utmost importance.
• Very strong knowledge of computer technology as it relates to the real world.
• You should have the ability to make people comfortable with KPA’s technology and mission.
• Become a trusted voice for KPA customers, clients and partners from a customer success perspective.
• Familiarity with both the Windows and Mac operating systems.
• Capability to multi-task and address changing priorities is a must. Must possess strong organizational skills and be able to plan, organize, and track tasks for successful resolution.
• Generally two years’ experience solving computer problems.
• Certifications and technical degrees are desirable. Familiarity with compliance regulations is a plus.
• Of greatest importance is that you possess a commitment to guiding the issue to resolution – whether by yourself or by engaging escalation points within the client success organization.
• Excellent verbal and written communication ability, being able to discuss and explain technical issues in non-technical terms to which a customer can relate.

Communication Skills:

• This position requires handling information in an appropriate manner. Customer interactions must be handled with diplomacy and tact. Individual must be able to gauge the customer's technical ability and communicate with them in appropriate technical or non-technical language in a non-condescending manner.

Success Criteria:

• Self-Directed work habits with the ability to manage time and schedule effectively.
• Must be able to learn and support new and fast-changing technologies.
• Excellent interpersonal and team-oriented skills.
• Good work habits under pressure and the ability to “think on your feet”.
• Highly proficient with the use of MS Office applications and similar software tool.
• Ability to effectively engage with customers in an energetic and up-beat manner.
• Detail oriented.
• Must have a good command of the English language in order to provide effective phone, chat, and email support.

Compensation

• Compensation Rate: $22-26 per hour
• Annual bonus potential up to 7.5%

Physical Requirements

• Visual Recognition - Constantly
• Stationary sitting or standing position - Constantly
• Working at a computer typing and view a screen - Constantly
• Speaking, Hearing, and Listening - Often