About this role
The Role You'll Play
- Deliver technical product support through email, chat, web forums, and outbound phone calls
- Manage a high volume of customer contacts while providing attentive, high-quality support
- Investigate and resolve complex questions related to Kite’s software, services, and product features
- Follow up on callbacks and open cases to ensure customers receive timely, accurate resolutions
- Escalate issues to higher-level support teams or management when needed and route cases to the appropriate support level
- Use Knowledge-Centered Support processes to answer questions accurately and maintain internal knowledge bases
- Document customer interactions, troubleshooting steps, and outcomes in applicable systems
The Experience
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You’ll Bring
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2+ years of customer service or call center experience, preferably including experience as a Customer Support Associate
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Previous experience supporting a SaaS product
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Ability to manage a high volume of email and chat conversations while communicating comfortably by phone and social media
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Strong verbal and written communication skills, with the ability to make complex information clear and understandable
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Experience troubleshooting complex customer issues with patience, confidence, and professionalism
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Active listening skills and a curious approach to understanding customer needs and identifying effective solutions
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Ability to learn new products, technical concepts, industry practices, and support processes quickly
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Strong relationship-building, prioritization, and time-management skills, including the ability to navigate high-tension situations thoughtfull
Have we piqued your curiosity?
Sound like the role for you? We’d love to hear from you! Even if you’re not 100% sure about potential fit, we still encourage you to apply. We’re looking for the right person, not the perfect series of checkboxes.
The Company is an Equal Opportunity Employer. We highly value diversity at our company and encourage people of all different backgrounds, experiences, abilities and perspectives to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics.
Note: This description outlines key responsibilities but isn’t intended to cover every task or duty. Additional responsibilities may be assigned as needed to support the team and business goals.