Associate Software Support Specialist

Description Lead the Way to Intelligent Banking with Us! You might not think about what happens behind the scenes when you check your bank balance or deposit a check from your phone, but we do. Every day. Job Type Full-time Why This Role Matters Every role at Kinective exists to move the needle for our clients, partners, and the financial institutions we serve. As the Associate Software Support Specialist, you will troubleshoot Kinective products and guide financial institution clients through issue resolution, helping them reliably use the technology that modernizes banking. You will own incoming support cases from triage through resolution, partnering with clients, teammates, and internal and third-party application teams to deliver timely, high-quality support. You'll join the Client Experience team and report to the Manager, Support Services. This is a hybrid role, with 3-4 days per week in office and standard hours of 8 a.m.-5 p.m. What You'll Own Customer Support & Case Ownership Respond to and triage inbound calls, emails, web requests, and chats from end users across Kinective products. Create and manage cases in Salesforce; maintain timely, courteous client communication and keep case notes and status current through resolution and closure. Provide status updates and reports to management and teammates as needed, while meeting established service-level agreements. Technical Troubleshooting & Issue Resolution Troubleshoot enterprise solutions, databases (including SQL), hardware, software, networking, client-server environments, and Microsoft products. Re-create and verify reported issues in a testing environment, using available logs and technical information to support diagnosis. Identify ticket trends and potential product or service disruptions; collaborate with internal staff and third-party application partners to elevate issues. Product Quality & Knowledge Sharing Test products under development and share feedback that supports reliable products and first-class service. Create, use, and maintain knowledge-base articles for both external and internal audiences. Work with teammates to gather information about internal and third-party applications and support effective issue escalation. Service Operations & Teamwork Follow support-team and company operating procedures, adhere to service-level agreements, and participate in the after-hours support rotation. How We'll Measure Success Resolving and progressing cases with timely communication and in line with service-level expectations. Maintaining accurate, current Salesforce case notes and clear ownership through closure. Delivering professional, thoughtful support while collaborating effectively with clients, teammates, and partners. Contributing to product quality through testing, useful knowledge articles, and early identification of recurring issues or disruptions. Success here isn't about checking boxes - it's about propelling Kinective's mission to lead the way to intelligent banking. You must bring excellence to your craft, balance resourcefulness with respect, share and celebrate unique expertise and diverse perspectives, and continuously raise the bar as we innovate and grow. Necessary Qualifications & Competencies High school diploma. 2+ years of experience in IT, customer service, or banking. Strong hardware and software troubleshooting, writing, and critical-thinking skills. Excellent organizational, time-management, and communication skills; able to work in a fast-paced environment with changing priorities and workload. Ability to support end users through calls, email, web requests, and chat with a courteous, professional approach. Proficiency in Microsoft Office (Word, PowerPoint, and Excel); ability to comprehend server logs; Salesforce experience. Experience with networking, client-server environments, SQL databases, Microsoft products, and Microsoft Server/PC environments is a plus. Familiarity with financial institutions, especially banks and credit unions, is preferred. Knowledge of cash automation, branch operations, lending, and document signing and retention requirements is a plus. Pay, Benefits & Total Rewards $55,000-$60,000 The salary range listed reflects the minimum and maximum for this role. Individual compensation is based on experience, qualifications, job-related skills, location, and internal equity, and most offers are not made at the top of the range. Benefits Comprehensive health coverage (medical, dental, vision, prescriptions, life & disability) Flexible PTO, 11 company holidays, and generous parental and caregiver leave An immediately vested 401(k) with company contributions Wellness resources and professional development opportunities Please note that this role does not currently offer sponsorship opportunities. #J-18808-Ljbffr