Software Support Specialist

Why This Role Matters Every role at Kinective exists to move the needle for our clients, partners, and the financial institutions we serve. As a Software Support Specialist, you will be the frontline of the Kinective customer experience - the person our clients count on when something isn’t working and resolution matters most. You will own the full support journey for a wide range of customers, from branch-level staff to IT teams, troubleshooting and resolving issues across Kinective’s suite of enterprise FinTech products. This role blends technical depth with genuine customer care - and the work you do every day directly shapes whether our clients trust Kinective as a long-term partner. What You’ll Own Customer Support & Case Management Serve as a primary point of contact for inbound support requests via phone, email, and web, triaging and responding to customers across all Kinective products in a timely, professional, and solutions-oriented manner Create, manage, and maintain support cases in Salesforce - keeping notes, status, and communication current from first contact through resolution or escalation Schedule and facilitate troubleshooting sessions with clients and partners to identify root causes, gather the right information, and drive cases toward closure Technical Troubleshooting & Resolution Diagnose and resolve issues across enterprise FinTech software and hardware solutions in complex, multi-system environments - reviewing system logs, analyzing error patterns, and isolating points of failure Collaborate with internal teams and external partners to elevate cases with thorough documentation, ensuring continuity and faster resolution for the customer Identify and surface recurring issue trends to help the broader team get ahead of systemic problems before they impact more customers Knowledge & Process Stewardship Create, maintain, and improve knowledge base articles for both internal and customer-facing use, making it easier for clients to self-serve and for colleagues to resolve issues efficiently Follow established support team procedures and company-wide operating standards, including adherence to service level agreements and quality benchmarks Participate in the after-hours and weekend support rotation, contributing to the reliable, around-the-clock coverage our financial institution clients depend on How We’ll Measure Success Delivering fast, accurate resolutions that leave customers feeling heard, supported, and confident in Kinective - measured through case closure times, SLA adherence, and satisfaction feedback Owning your case queue with discipline and transparency, keeping every case current and ensuring nothing falls through the cracks between triage and closure Working effectively with internal teams and external partners to elevate issues with the right context, driving faster resolution and fewer repeat contacts Improving how the team supports customers over time - through well-written knowledge articles, surfaced issue trends, and a consistent eye toward what could work better Necessary Qualifications & Competencies 2+ years of experience in technical support, IT help desk, or a related role - experience in the banking or financial services industry is a plus Bilingual in English and Spanish Demonstrated ability to troubleshoot and resolve hardware, firmware, and software issues across complex environments Comfort navigating client-server environments, reviewing system logs, and working within SQL databases and Microsoft-based infrastructure Experience with Salesforce or a comparable support/CRM platform for case management Strong written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences Highly organized with strong time management skills - able to manage a multi-case workload and shifting priorities without losing attention to detail Proficiency in - or genuine curiosity about - VBScript or similar scripting languages is a plus A customer-first mindset and the composure to deliver excellent service under pressure Pay, Benefits & Total Rewards $55,000 – $65,000 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. Base pay is one part of Kinective’s Total Rewards package. Depending on the role, employees may also be eligible for bonuses, commissions, or equity. All employees have access to a competitive benefits package designed to support health, well-being, and financial security, including: 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 Jobtailor