Associate Software Support Specialist

Description

Ready to be a part of the company transforming FinTech and how the world accesses banking services?

When was the last time you were excited about interacting with your bank or credit union? If the answer is “a while” then you’re in good company. Despite the fact that access to better financial choices is at the heart of empowering communities, businesses, and people, financial institutions (FIs) are struggling to keep up with modern expectations.

And that’s where Kinective comes in. We’re here to change the way the world accesses and thinks about banking through software that connects a historically “boring” industry to the latest and greatest fintechs shaping the industry.

Ok... but what does all of that actually mean? Banks and credit unions are using some pretty old-school systems, which makes adopting new and innovative technology difficult (if not impossible). If you think it’s easy for your local branch to send you a receipt via text… think again.

Want proof? As the largest provider of software connectivity to 1 in 4 U.S. financial institutions, we are the leading company transforming the way banking is done for credit unions and banks. (In fact, Forbes recently released their Best Banks in the World report, and Kinective works with over 60% of their named banks!).

Kinective is the connector (get it?) that bridges that technology gap and helps modernize the way banking works. Our 300+ team of mega-talented and passionate folks are brought together with the unifying desire to make life easier (and better) for our clients and ultimately paving the way for banks and credit unions to modernize banking for everyone.

What does life at Kinective look like?

Bid adieu to snooze-fest corporate gigs. At Kinective, we believe that balance is key. We know how to have fun, and how to hit deadlines. We know how to collaborate and enjoy comradery, and how to provide feedback to help each other grow professionally.

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

Our Values

Deliver success. We strive to exceed customer expectations. We are powered by a relentless commitment to delivering quality and service to our customers. We turn everyday interactions into positive, memorable experiences that create long-lasting Kinective ambassadors.

Grit with grace. We face problems head on, respecting others along the way. We aren’t afraid to step outside of our comfort zone to accomplish the common goal. We believe that progress thrives on constructive dialogue and a commitment to understanding.

One Kinective. Together, we win. By embracing a “better together” mindset, we unleash the full potential of our team and propel Kinective from good to great.

Build the future. We are driven by the pursuit of what’s possible. Building the future requires embracing change and challenging the status quo. We believe that the best idea wins, embodying a culture of innovation.

Requirements

The Cliffs Notes

The Kinective Associate Software Support Specialist 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 Associate Support Specialist 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.

What you’ll own:

• 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

What you’re great at:

• 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
• Strong hardware and software troubleshooting, writing, and critical thinking skills?
• Excellent organizational, time-management, and communication skills??
• Proficient in MS Office Suite (Word, PowerPoint, & Excel)?

Necessary Qualifications:

• High school degree or above or 2+ years’ experience in IT, customer service, or banking industry experience
• Experience with networking, client-server environments, SQL databases and Microsoft products is a plus
• 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?(Preferred)
• Knowledge of Microsoft Server/PC knowledge?
• Ability to comprehend server logs
• Experience with Salesforce

The Team

In this role, you would be a part of the Client Experience team and reporting to Manager, Support Services.

Office Expectation

This role is HYBRID, with an expectation of 3-4 days a week in-office. Our hours are 8-5pm.

Well, you’ve made it this far...

Seems like we might be meant to be, right? If you think you’re the right fit for Kinective, go ahead and click “apply.” And, even if you’re not quite sure if you’re qualified, we encourage you to apply and we can decide together. Take a deeper dive into all things Kinective at kinective.io

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