Tier 1 Customer Support Specialist

About the Role

As a Tier I Customer Support Specialist, you will be the first point of contact for our customers seeking customer and technical assistance. You will provide basic technical support through email, phone, and text messages to ensure that our customers receive prompt and effective assistance. You will be the point of escalation for our Customer Success teams to help troubleshoot technical issues with our core products.

We take pride in delivering world‑class support and you will help lead these efforts. This role will be onsite at our Pleasant Grove, Utah office.

• Troubleshoot and support customers on basic technical issues related to the Kenect software.
• Password resets
  -Creating new users
  -Authenticating Kenect with Facebook & Google
  -User permissions and general Kenect settings –
• Billing questions and updating customer accounts
• Handling sensitive customer calls and triaging to appropriate team
• Respond to customer requests via phone, email, and text messages within pre‑determined timeframe
• Coach and walk customers through screen share to troubleshoot technical issues
  -Triage defined support issues to Tier 2 Customer Support Specialist
• Log and track all requests using the company's customer management tracking system, including documenting all actions taken to resolve requests

• 1 + years experience in Customer Support or Customer Service
• Strong verbal and written communication skills
• A+ organization skills
• Comfortable and excited to talk to customers on the phone throughout the day
• Types 50+ words per minute
• comfortable with navigating the web
• Ability to develop friendly rapport with customers via phone, email, and text message

• See it, Solve it, Get it Done
• Build, Adapt, Win
• Unwavering Customer Obsession

• Health, Dental, Vision, Life & Disability Insurance
• Your birthday is a paid day off
• Onsite gym
• Breakroom full of snacks and drinks
• Convenient location next to freeway entrance/exit

Kenect is an equal opportunity employer. We are an organization comprised of people of all kinds of backgrounds, and believe this mix is precisely what makes us strong. All employment decisions at Kenect are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, family or parental status, or any other status protected under federal, state, or local law.