Tier 1 Customer Support Specialist

This is an onsite position at our Pleasant Grove, Utah office.

Kenect is a leading AI-powered texting and reputation management platform used by 10,000+ dealerships and service businesses across North America. We help companies streamline communication, respond faster, and drive real revenue by converting their main business line into a text-enabled number and unifying messaging, reviews, payments, and customer conversations in one simple platform.

What sets Kenect apart from other communication tools is our deep industry expertise and seamless integrations with the systems dealers already use. Teams trust us because our technology is easy to adopt, built for real-world workflows, and delivers measurable improvements in speed, customer satisfaction, and operational efficiency.

We’re a fast-growing, mission-driven team building technology that strengthens human connection in a digital-first world, and we’re just getting started.

Kenect is seeking a customer-focused Tier I Customer Support Specialist to serve as the first point of contact for customers needing assistance with our platform. In this role, you'll provide technical support through phone, email, and text messaging, helping customers troubleshoot issues, navigate our software, and get the most out of Kenect's products.

You'll also partner with our Customer Success and technical support teams to resolve customer concerns, elevate more complex issues, and ensure a positive customer experience.

We're looking for someone who enjoys solving problems, communicates clearly, and takes pride in delivering exceptional customer service. You'll thrive in this role if you're patient, resourceful, comfortable with technology, and motivated to help customers succeed.

• Serve as the first point of contact for customers seeking technical assistance, providing timely and professional support through phone, email, and text messaging.
• Troubleshoot and resolve basic technical issues related to Kenect's software, features, and functionality.
• Assist customers with account setup and management, including password resets, creating new users, updating permissions, and configuring general account settings.
• Guide customers through connecting and authenticating integrations with platforms such as Facebook and Google.
• Respond to billing inquiries and assist with customer account updates, escalating issues when necessary.
• Walk customers through troubleshooting steps using phone conversations, screen sharing, and other support tools to resolve issues effectively.
• Identify, document, and elevate complex technical issues to Tier II Customer Support Specialists or other appropriate teams.
• Partner with Customer Success and internal teams to troubleshoot customer concerns and ensure issues are directed to the appropriate resources.
• Handle sensitive or challenging customer interactions with professionalism, empathy, and a solutions-focused approach.
• Respond to customer inquiries within established service expectations, ensuring timely communication and follow-through.
• Accurately document customer interactions, troubleshooting steps, and resolutions in the company's customer management system.
• Identify recurring customer issues and share feedback with internal teams to help improve support processes and the overall customer experience.

• Experience in customer support, customer service, technical support, or a related customer-facing role.
• Strong verbal and written communication skills, with the ability to explain technical information clearly and professionally.
• Comfortable speaking with customers on the phone throughout the day and providing support through email and text messaging.
• Strong organizational skills, attention to detail, and the ability to manage multiple customer requests efficiently.
• Basic technical troubleshooting skills and confidence navigating web-based applications, software platforms, and online tools.
• Ability to type at least 50 words per minute while maintaining accuracy.
• Strong problem-solving skills, with the ability to ask thoughtful questions, identify issues, and work toward practical solutions.
• Ability to build positive relationships and establish rapport with customers across multiple communication channels.
• Patience, empathy, and professionalism when working with customers who may be frustrated or experiencing technical difficulties.
• Ability to learn new technology quickly and adapt to changing processes, products, and…