Our Technical Support Specialist will be analyzing and troubleshooting incoming issues where customers may be providing vague information: problem-solving, prioritizing well, and analyzing root causes effectively will be key to success in this position.

 

The core responsibilities of this role will include:

  • Answering and resolving customer-reported issues or questions from inbound chat and email within designated SLAs
  • Solving technical issues that arise and resolving more complex issues or bugs, when possible, in collaboration with QA and Engineering
  • Creating and managing Jira tickets, including follow up with internal stakeholders and keeping customers updated on progress
  • Maintaining a comprehensive knowledge of Kojo to diagnose software issues, engaging with our Product and Engineering teams to solve more complex product issues
  • Responding to bugs both proactively and reactively by creating test case scenarios to be used in QA testing
  • 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
  • Collecting and dispensing customer feedback effectively to Support, Customer Success, Product and Engineering teams
  • Acting as a brand ambassador for Kojo, providing world-class service and education to our customers

 

About You:

The ability to quickly adapt to advancing technologies and process changes is essential, as is the ability to work both independently and as part of a team. Familiarity with the construction industry, and a previous role in the construction industry, is a huge plus!

What you’ve accomplished:

  • 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 and ReTool
  • Experience testing the different platforms we support (web/iOS/Android), different types of network environments, and on mobile simulators
  • 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
  • Effective written communication, expressing ideas and opinions to varied audiences
  • Eagerness to learn and grow, receptive to feedback

 

What you care about:

  • Customer Obsession: You care deeply about our customers and seek to understand their pain
  • Innovation: You seek to understand the truth behind problems and find solutions to them
  • Impact: You’re both fast-paced and detail-oriented

This role is entirely remote for candidates based in the United States, with the willingness and ability to work 9-5pm Central. The salary range for this role is between $65,000 USD and $75,000 USD. See details about compensation ranges below.

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