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Kinective · 2 months ago

Software Support Specialist

Golden,CO,US

Full-time

Hybrid

Mid Level

$50K/yr - $65K/yr

3+ years exp

Kinective is a company transforming the FinTech industry by modernizing banking services through innovative software solutions. The Kinective Support Specialist is responsible for providing top-notch customer service and technical expertise for Kinective products, ensuring effective communication with clients and internal teams to resolve issues and enhance user experience.

Financial ServicesFinTechInformation TechnologySoftware

No H1B

Responsibilities

Provide technical expertise in the maintenance, analysis, and testing of our products & solutions

Demonstrate the knowledge and experience to administer and troubleshoot enterprise-based solutions and database structures, such as SQL

Acts as the face of Kinective, working with the client and developers on escalated issues to provide the status of an issue through its research, development, and deployment. Ensures that the customer is never left out of the loop on issues affecting them

Work closely and effectively with all Kinective employees to exceed performance objectives and customers’ expectations

Create, use, & maintain knowledge base articles for external and internal usage

Understanding of multiple footprints and deployment models

Develop and demonstrate a high level of understanding as to how our end users, in Banks and Credit Unions, utilize our solutions

Responsible for tracking all incoming calls and emails in our Salesforce Case management system

Have a basic understanding of networking to determine where a networking communication issue could affect the performance of the Kinective product line

Participate in after-hours support rotation schedule

Collaborate with other staff to proactively obtain information regarding internal and third-party applications for problem escalation

Works closely with all Support team members in assisting with escalation cases

Assist with recognizing training needs, developing programs, and delivering/coordinating product and skill training for support staff

Participate and collaborate with teammates on cross-functional tasks and projects

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

Monitor, document, and manage the resolution process in a timely manner

Assess and prioritize resolution of open issues; confer and escalate any issues that require the assistance of senior engineer when needed

Qualification

Technical SupportSQL DatabasesNetworkingSalesforceMicrosoft ProductsTroubleshooting SkillsCommunication SkillsOrganizational SkillsCritical ThinkingTime Management

Required

High school degree or technical certifications and 3+ years' work experience in IT/Technical Support

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

Proficiency with networking, client-server environments, SQL databases, and Microsoft products

Strong hardware and software troubleshooting, writing, and critical thinking skills

Excellent organizational, time-management, and communication skills

Microsoft Server/PC knowledge

Data-driven and comfortable with databases, pulling data, manipulating data, and creating dashboards

Ability to comprehend server logs

Experience reading XML files and creating xPath expressions

Understanding of JAVA code, Networking, write VB.NET statements