Senior Software Support Specialist

Job Description

Job Description

Description:

Ready to be a part of the company transforming FinTech and how the world accesses banking services?

When was the last time you were excited about interacting with your bank or credit union? If the answer is “a while” then you’re in good company. Despite the fact that access to better financial choices is at the heart of empowering communities, businesses, and people, financial institutions (FIs) are struggling to keep up with modern expectations.  

And that’s where Kinective comes in. We’re here to change the way the world accesses and thinks about banking through software that connects a historically “boring” industry to the latest and greatest fintechs shaping the industry.  

Ok... but what does all of that actually mean? Banks and credit unions are using some pretty old-school systems, which makes adopting new and innovative technology difficult (if not impossible). If you think it’s easy for your local branch to send you a receipt via text… think again. 

Want proof? As the largest provider of software connectivity to 1 in 4 U.S. financial institutions, we are the leading company transforming the way banking is done for credit unions and banks. (In fact, Forbes recently released their Best Banks in the World report, and Kinective works with over 60% of their named banks!).  

Kinective is the connector (get it?) that bridges that technology gap and helps modernize the way banking works. Our 300+ team of mega-talented and passionate folks are brought together with the unifying desire to make life easier (and better) for our clients and ultimately paving the way for banks and credit unions to modernize banking for everyone. 

Why Kinective?

We’re transforming our industry. You’re hopping into a rocket ship when you join the Kinective team. We have our sights set on becoming the go-to banking technology enabler, giving our customers total freedom in choosing any system, technology, or provider to scale their innovation efforts and have it integrate with their banking core. Oh, and we should mention, we’re the only ones doing that right now.  

We love our customers (and they love us, too). Creating incredible customer outcomes is a unifying value at Kinective, with over a 95% customer retention rate.  

All the benefits. We care about you on and off the clock, which is why we are proud to offer plenty of great benefits to choose from. A generously flexible PTO, medical, dental, vision, even pet insurance, just to name a few.  

We’re cool people building cool stuff. Underneath all the banking acronyms and terminologies is a team of driven people building the future of banking. We value a workplace that allows us to work hard, be challenged, and ultimately be supported in our endeavors. 

What does life at Kinective look like?

Bid adieu to snooze-fest corporate gigs. At Kinective, we believe that balance is key. We know how to have fun, and how to hit deadlines. We know how to collaborate and enjoy comradery, and how to provide feedback to help each other grow professionally.  

Our culture empowers team members to take the lead, upholds integrity as our bedrock, and values trust and respect in all our operations. We believe in learning new skills, mentoring colleagues, and nurturing personal development. That’s why we seek to promote from within and give our team members the opportunity to rise with us. 

Our Values

Deliver success. We strive to exceed customer expectations. We are powered by a relentless commitment to delivering quality and service to our customers. We turn everyday interactions into positive, memorable experiences that create long-lasting Kinective ambassadors.  

Grit with grace. We face problems head on, respecting others along the way. We aren’t afraid to step outside of our comfort zone to accomplish the common goal. We believe that progress thrives on constructive dialogue and a commitment to understanding.  

One Kinective. Together, we win. By embracing a “better together” mindset, we unleash the full potential of our team and propel Kinective from good to great.  

Build the future. We are driven by the pursuit of what’s possible. Building the future requires embracing change and challenging the status quo. We believe that the best idea wins, embodying a culture of innovation.  

The Cliffs Notes

The Kinective Senior Support Specialist is responsible for providing the highest level of customer service in all Kinective products using advanced troubleshooting techniques to resolve issues. A Kinective Senior Support Specialist can interact with a wide range of customers from Branch Level staff to IT staff during installation and support of Kinective products. In addition, all our Support Specialists are involved in testing new products that are being developed by Kinective, this provides a hands-on environment to build first-in-class service. 

What you’ll own:

• First class Customer Service Phone Skills? 
• Participate in after-hours support rotation schedule.? 
• Acts as an escalation for Tier 1 and 2 product issues for resolution.? 
• Works closely with Tier 1 and Tier 2 Support Specialists, assisting with questions or issues on Kinective product usage.? 
• Acts as a liaison to Kinective’s larger client base.? 
• Works diligently with Kinective’s Product Team to review and plan enhancements to all Kinective products.? 
• Works closely with Development of all reported escalations and maintains communication with the team on reported bugs or problems with software releases.?? 
• Creates high level knowledge articles for both internal and external use.? 
• Maintains and reviews all newly created Tier 1 and Tier 2 knowledge articles as they are created and updated.? 
• Creates and performs product training for new and existing team members, to enhance their skills and knowledge.? 
• Acts as a Mentor to Tier 1 and 2 team members.?
• Works closely with the Training team to create needed training videos for external use on the client portal.? 
• Works with QA to determine the impact of changes for existing client base.? 
• Subject Matter Expert in the core Kinective Products.? 
• Provides technical expertise in the implementation, administration, maintenance, analysis, and testing of our Kinective products & solutions within the client’s network environment.?
• Demonstrate the knowledge and experience to administer and troubleshoot enterprise-based solutions and database structures, such as SQL.? 
• Complete understanding of multiple footprints and deployment models.? 
• Develop and demonstrate proficiency with all hardware that our solutions interface with, including but not limited to Cash Dispensers, Cash Recyclers, and Coin Dispensers.? 
• Develop and demonstrate a high level of understanding as to how our end users, in Banks and Credit Unions utilize our solutions to optimize their hardware, and gain efficiencies.? 
• Responsible for tracking all incoming calls/emails/chats in our Salesforce ticketing management system.? 
• Database experience with mapping and configurations utilizing SQL Server Management Studio and VBScripting within Access databases?? 
• Has a basic understanding of networking helpful to determine where a networking communication issue could be affecting the performance of the Kinective product line.?? 

What you’re great at:

• Handling escalated questions and issues from Tier 1 & 2? 
• Creating and reviewing all created and modified knowledge articles? 
• Working closely with Product, QA and Development with escalated issues, enhancements and upcoming product changes? 
• Maintaining the highest levels of service for our end users, partners, and teammates? 
• Direct contact for VIP Clients and end users? 

Necessary Qualifications:

• High school degree or above or 4+ years’ experience in IT, customer service, or banking industry experience.? 
• Expertise in a bank or credit union branch,?? 
• Vast understanding of Financial Institutions particularly banks and credit unions' inner workings from branch operations, lending and document signing and retention requirements.?? 
• Advanced in MS Office Suite (Word, PowerPoint, & Excel)? 
• Advanced in SQL Database?
• Ability to comprehend server logs? 
• Strong references from peers, supervisors, and customers? 
• Nice to have -Understanding of C++, JAVA code, Networking, XML & xPath expressions, ability to read and write VB.Net? 
• Knowledge of Salesforce and case management tools?