Support Specialist

100% rev. 2024

Department: Customer Success

Reports to: Customer Success Manager Job Summary:

As a Support Specialist at Kinetic Data, you will play a pivotal role in ensuring the satisfaction of our valued clients. This entry to mid-level position will require a strong focus on problem-solving, technical expertise, and excellent customer service skills. You will act as the initial point of contact for customer inquiries and issues, ensuring a prompt response and resolution or escalation when necessary. You will collaborate closely with various internal teams, including engineering, customer success, and professional services, to resolve service issues promptly and effectively. This role offers an exciting opportunity for growth and development within our company.

Duties/Responsibilities:

• Provide customer first-level support, including troubleshooting, identifying root causes, and implementing or coordinating remediation actions.

• Document customer issues, follow-up activities, and resolutions.

• Maintain an internal knowledge base to facilitate efficient issue resolution.

• Collaborate cross-departmentally to ensure documentation and training materials are current.

• Participate in on-call rotation to ensure continuous support coverage.

• Manage the support routing process, ensuring tickets are directed to the appropriate teams.

• Administer the overall support queue, ensuring timely ticket processing and tracking the progress of other supporting teams when necessary.

• Assist clients in using our products effectively by providing basic training and guidance.

• Monitor and support interactions to maintain high service quality and consistency.

• Act as a feedback conduit between clients and the product development team, sharing customer insights and enhancement requests.

• Maintain a deep understanding of our products, features, and updates to provide accurate information to customers.

• Perform other related duties as assigned.

Required Skills / Abilities:

• Strong problem-solving skills and technical expertise

• Excellent customer service and communication skills, with the ability to convey technical concepts in clear business language.

• Demonstrated proficiency in customer relationship management, fostering lasting relationships.

• Exceptional prioritization skills, aligning customer needs with strategic objectives.

• Proactive approach to anticipate customer requirements and influence decision-making.

• Quick learning aptitude to stay current with technology and product developments.

• Project management and collaboration skills.

• Proficiency in Google Suite.

• Ability to thrive in a fast-paced, evolving environment.

• Effective time management skills, consistently meeting deadlines.

Qualifications:

• Strong verbal and written communication skills.

• Basic understanding of web development principles and practices.

• Outstanding interpersonal and customer service skills.

• Meticulous organizational skills and attention to detail.

• Proven time management abilities, meeting deadlines consistently.

• Proficient troubleshooting skills, utilizing various resources.

• Familiarity with programming languages such as Ruby and JavaScript is a plus.

• Familiarity with database technologies such as Postgres and Cassandra is a plus.

Education and Experience:

• 2+ years of experience in technical support and customer service.

• Certificate or degree in a related field or equivalent experience.

• Experience with project management tools like Monday.com and other ticketing systems.