Software Support Specialist I

Do you have what it takes to work for a leading FinTech transformation provider?

Kinective is an innovative software and technology company dominating the Fintech space. Our market-proven software is driving a new norm for how consumers interact with their bank or credit union by integrating the foundational technology used to serve customers. Simply put, we’re connecting banks and credit unions to the future.

What are we looking for?
The Kinective Support Specialist I is responsible for providing the highest level of customer service in all Kinective products using a knowledge base to troubleshoot and resolve issues. The Kinective Support Specialist I 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.

Responsibilities:

• Answer and triage all Support incoming calls, emails, web requests and chat from our end users on all Kinective products.
• Demonstrate the knowledge and experience to administer and troubleshoot enterprise-based solutions and database structures, such as SQL.
• Create and manage support tickets in the Salesforce CRM system and collaborate with clients all the way through ticket resolution.
• Interact with clients in a timely, courteous, and professional manner.
• Utilize a testing environment for issue re-creation and verification.
• Identify trends within tickets that could be the result of a disruption in our products or services.
• Collaborate with other staff to proactively obtain information regarding internal and third-party applications for problem escalation.
• Create, use, & maintain knowledge base articles for external and internal usage.
• Manage cases with up-to-date notes and status of case until closure.
• Provide regular status reports and updates to management and other team members as needed.
• Participate in after-hours support rotation schedule.
• Follow established support team and company-wide operating procedures.
Adhere to operational and service level agreements.

Key Deliverables:

• Ability to work in a fast-paced environment with frequently changing priorities, deadlines, and workload.
• Handle incoming calls, emails, web requests and chat from our end users on all Kinective products.
• Assist with the creation, maintaining and updating of end user and internal knowledge articles.
Maintain the highest levels of service for our end users, partners, and teammates.

Qualifications:

• High school degree or above or 2+ years’ experience in IT, customer service, or banking industry experience.
• Vast understanding of Financial Institutions particularly banks and credit unions' inner workings specifically, Cash Automation is a plus from branch operations, lending and document signing and retention requirements.
• Experience with networking, client-server environments, SQL databases and Microsoft products is a plus!
• Strong hardware and software troubleshooting, writing, and critical thinking skills
• Excellent organizational, time-management, and communication skills
• Knowledge of Microsoft Server/PC knowledge
• Ability to comprehend server logs.
• Experience with Salesforce
Proficient in MS Office Suite (Word, PowerPoint, & Excel)

Requirements:

All prospective employees must pass a drug test & background check.

What does life at Kinective look like?

A typical corporate environment is pretty stiff and uninspiring. Not at Kinective. We like to balance all of our hard work with a bit of fun from time to time. Imagine working in an environment where we are continuously building the right place to work and the solutions that truly solve client needs.

Our culture empowers team members to take the lead, upholds integrity as our bedrock, and values trust and respect in all our operations. We truly 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.

Kinective is an equal opportunity employer. All applicants will be considered for employment regardless of color, race, religion, disability, sex, sexual orientation, gender identity, age, national origin, veteran status, or any other characteristic protected by Federal, State, and/or local law.

Join us at Kinective, where we are not just shaping the future of fintech; we are shaping careers and futures. Apply now to be a part of our groundbreaking journey.

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

To learn more, look deeper at www.kinective.io