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Customer Support Specialist
2 months ago
KEV Group is a leading enterprise software company that provides a comprehensive activity fund management solution for K-12 schools. Our innovative platform seamlessly integrates and automates all fee management processes, offering real-time visibility and control over how districts and schools create, collect, manage, track, and reconcile these funds.
Our software provides parents with a convenient and user-friendly solution that supports all payment types. With over 22,000 schools across North America relying on our platform to manage over $4 billion in activity funds annually, we are committed to delivering exceptional customer support.
Why Work with Us?- Contribute to an industry that benefits children, parents, and schools
- Engage in meaningful and purpose-driven work, making a real impact
- Join a rapidly growing organization with opportunities for learning and growth
- Collaborate with a passionate and accessible leadership team that values people and their development
We are seeking a Customer Support Representative to assist our customers with technical issues related to our software. The ideal candidate will be an excellent communicator who can respond effectively under pressure, resolving customer queries and providing solutions in a timely and accurate manner.
Responsibilities:- Respond to customer inquiries via phone and ticket process, providing timely and accurate solutions
- Identify customer needs and guide them through our software's features and functionalities
- Evaluate and escalate serious complaints or issues that require additional support
- Analyze and report product malfunctions, including testing different scenarios and gathering user feedback
- Update our internal databases with information about technical issues and customer discussions
- Share feature requests and effective workarounds with team members
- Follow up with customers to ensure their technical issues are resolved
- 1+ years of experience in a software customer support role
- Proficiency in Microsoft Office - all products
- Familiarity with accounting principles is a plus
- Experience using help desk software and remote support tools
- Excellent communication and problem-solving skills
- Ability to multitask and handle challenging situations
- Patience and empathy when interacting with customers
- Competitive salary and comprehensive benefits package
- Opportunities for professional development and continuing education
- A collaborative and supportive work environment
