Technical Support Specialist

Technical Support SpecialistThe role of the Technical Support Specialist is to assist customers who are experiencing any procedural or operating difficulty with the use of KPA's software applications, products or services. Complex and/or high priority problems are elevated to specialized support groups for resolution when needed, but the Technical Support Specialist is responsible to ensure that an effective solution is provided to the user.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.Compensation:Compensation Rate: $22-26 per hourAnnual bonus potential up to 7.5%Physical Requirements:Visual Recognition - ConstantlyStationary sitting or standing position - ConstantlyWorking at a computer typing and view a screen - ConstantlySpeaking, Hearing, and Listening - OftenDon't meet every job requirement? At KPA, we are dedicated to building a diverse, inclusive, and authentic workplace. Studies have shown that women and people of color are less likely to apply unless they meet every requirement. If you're excited about the role but your past experience doesn't align perfectly with every qualification, we still encourage you to apply! You might just be the right candidate for this or other roles.As a growing company KPA values its employees by supporting them with a full benefits package including Medical, Dental, Vision, Flexible Spending Accounts, PTO, Paid and Floating Holidays, 401k with Company match and immediate vesting, Company-funded Life Insurance, Employee Assistance Programs, and No-cost Mental Health Benefits.