Associate Software Support Specialist

Full-time 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. Kinective empowers banks and credit unions to move beyond keeping up with technology to shaping the future of banking. Our platform seamlessly connects the right tools delivers real-time data and drives smarter operations for more than 4000 financial institutions nationwide. We are a fast-growing team built on individual ownership company-wide collaboration and setting industry-leading standards. Here new ideas are encouraged candid feedback is welcomed and your growth truly matters as much as the companys. At Kinective we are leading the way to intelligent banking together and enjoying the journey along the way.

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. Youll join the Client Experience team and report to the Manager Support Services. This is a hybrid role with 34 days per week in office and standard hours of 8 a.m.5 p.m.

What youll own Customer Support & Case Ownership Respond to and triage inbound calls emails web requests and chats from end users across Kinective products. Create update document and manage support 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. Troubleshoot Windows workstations and applications including permissions updates configuration issues and common errors. Apply networking fundamentalsincluding TCP/IP DNS DHCP connectivity testing VPNs and remote accessto investigate customer issues. Read logs and error messages identify patterns use technical details to support diagnosis and determine when to escalate. 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 escalate 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. Write clear case notes and troubleshooting steps and 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 Well 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 isnt about checking boxes its about propelling Kinectives 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).

Core Technical Skills Windows troubleshooting:

Workstations applications permissions updates configuration and common errors. Salesforce:

Creating updating documenting and managing support cases. Basic SQL:

Reading simple queries and using data to investigate customer issues. Networking fundamentals:

TCP/IP basics DNS DHCP connectivity testing VPNs and remote access. Logs and error messages:

Reading error details identifying patterns and determining when to escalate. Hardware and software troubleshooting:

Basic peripherals workstation issues application behavior and customer environments. Technical documentation:

Writing clear case notes troubleshooting steps and knowledge articles.

Preferred but not necessarily required Wireshark. Software deployment tools. Advanced SQL. Server administration. Banking or fintech systems experience; 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 $55000-$60000 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 Kinectives 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 If youve made it this far wed love to hear from you. Click Apply to start the conversation even if youre not sure you check every box. Learn more about Kinective at .

Please note that this role does not currently offer sponsorship opportunities.

Required Experience: IC