Customer Support Representative

Why Join KEV?

• Work in an industry that benefits children, parents and schools
• Do meaningful and purpose-driven work, and make a real impact
• Join a quickly growing organization with real opportunity for learning and growth
• Passionate and accessible leadership team that cares about people, personally and professionally
  

Job Description:

We are looking for a Customer Support Representative to assist our customers with technical problems when using our software.  The Customer Support Representative's responsibilities include resolving customer queries, recommending solutions, and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to respond appropriately under pressure.  Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales processes.

Responsibilities:

• Respond to customer queries in a timely and accurate way, via phone and ticket process
• Identify customer needs and help customers use specific features
• Escalate serious complaints or issues that you are not equipped to deal with
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about technical issues and useful discussions with customers
• Share feature requests and effective workarounds with team members
• Follow up with customers to ensure their technical issues are resolved

Requirements and Skills:

• 1+ years of experience in a software customer support role
• Experience in Microsoft Office - all products
• Familiarity with accounting is a plus
• Experience using help desk software and remote support tools
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Patience when handling tough cases