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Support Specialist, KCare

KaleidaCare Management Solutions

KaleidaCare Management Solutions

Customer Service
Austin, TX, USA
Posted on Friday, February 2, 2024
Job Description:

Tier 1 Support Specialist is passionate about supporting our clients and products to improve outcomes in social services. Tier 1 is responsible for triaging new support tickets to appropriate support pods or other internal departments and stakeholders within KCare. Tier 1 will respond to customer inquiries, troubleshoot and resolve problems, and engage with higher level support as needed. This position requires some technical knowledge and the ability to understand and work with tickets that are related to various system issues, changes or bugs. Here's a view of a day as a Support Specialist:

  • Reviewing and categorizing new tickets – review and properly categorize new tickets that have been received in the afterhours of the previous day, continue to do this throughout the workday, as the new tickets come in.
  • Resolving client issues - review categorized tickets and provide answers to client inquiries or resolution to issues where possible.
  • Gathering of additional information - connect with clients to collect more information where needed, to provide more accurate answers or continue successful troubleshooting.
  • Escalating issues – work with the next level of support or engineering on resolution of problems that are difficult to solve. Escalate critical and major defects reported by clients or other departments.
  • Testing resolutions – work with support and engineering to test and validate solutions for resolved issues.
  • Staying informed – Work with your team, Engineering, Product, and other departments to train and learn about new features, help with creation of internal and external training and product documentation.

Key Responsibilities:

  • Respond to client inquiry, communicate, and gather information necessary for troubleshooting.
  • Provide 1st level troubleshooting/configuration support for Services and Support.
  • Work, manage, and prioritize a queue of support tickets.
  • Triage and analyze tickets to find workarounds and solutions.
  • Escalate complex and difficult-to-solve issues to next level of support or engineering team for assistance/guidance.
  • Escalate critical and major defects that are reported by Services and Support.
  • Responsible for meeting individual goals and KPIs related to processing tickets and customer satisfaction.
  • Work directly with Tier 2 and Tier 3 Support and engineering to test solutions for blocked customers.
  • Leverage general system and networking knowledge to troubleshoot minor integration issues including customer created custom applications, APIs, and client-side setups.

Experience:

  • Quick and diligent learner on common web tools, new technologies, and our software.
  • Strong written and verbal communication skills.
  • The ability to convey technical information in a clear and understandable manner.
  • Excellent customer service skills.
  • Strong analytical and problem-solving skills to diagnose and resolve issues efficiently.

Metrics:

  • NPS
  • CSAT

The expected range of base pay for this position is $45,000 - $52,000. Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Range is not inclusive of bonus or benefits. More information about the salary range specific to your working location and other factors will be shared during the hiring process.