Software Support Specialist

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.

The Cliffs Notes
The Kinective Support Specialist is responsible for providing the highest level of customer service in all Kinective products. A Kinective Support Specialist can interact with a wide range of customers from Branch Level staff to IT staff when supporting the 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: 

• Provide technical expertise in the maintenance, analysis, and testing of our products & solutions
• Demonstrate the knowledge and experience to administer and troubleshoot enterprise-based solutions and database structures, such as SQL
• Acts as the face of Kinective, working with the client and developers on escalated issues to provide the status of an issue through its research, development, and deployment. Ensures that the customer is never left out of the loop on issues affecting them
• Work closely and effectively with all Kinective employees to exceed performance objectives and customers' expectations
• Create, use, & maintain knowledge base articles for external and internal usage
• Understanding of multiple footprints and deployment models
• Develop and demonstrate a high level of understanding as to how our end users, in Banks and Credit Unions, utilize our solutions
• Responsible for tracking all incoming calls and emails in our Salesforce Case management system
• Have a basic understanding of networking to determine where a networking communication issue could affect the performance of the Kinective product line
• Participate in after-hours support rotation schedule
• Collaborate with other staff to proactively obtain information regarding internal and third-party applications for problem escalation
• Works closely with all Support team members in assisting with escalation cases
• Assist with recognizing training needs, developing programs, and delivering/coordinating product and skill training for support staff
• Participate and collaborate with teammates on cross-functional tasks and projects

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
• Monitor, document, and manage the resolution process in a timely manner
• Assess and prioritize resolution of open issues; confer and escalate any issues that require the assistance of senior engineer when needed

Necessary Qualifications: 

• High school degree or technical certifications and 3+ years' work experience in IT/Technical Support
• 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
• Proficiency with networking, client-server environments, SQL databases, and Microsoft products
• Strong hardware and software troubleshooting, writing, and critical thinking skills
• Excellent organizational, time-management, and communication skills
• Microsoft Server/PC knowledge
• Data-driven and comfortable with databases, pulling data, manipulating data, and creating dashboards
• Ability to comprehend server logs
• Experience reading XML files and creating xPath expressions
• Understanding of JAVA code, Networking, write VB.NET statements (Preferred)
• Previous experience with Salesforce
• Proficient in MS Office Suite (Word, PowerPoint, & Excel)

Why Kinective?

We're transforming our industry. You're hopping into a rocket ship when you join the Kinective team. We have our sights set on becoming the go-to banking technology enabler, giving our customers total freedom in choosing any system, technology, or provider to scale their innovation efforts and have it integrate with their banking core. Oh, and we should mention, we're the only ones doing that right now.

We love our customers (and they love us, too). Creating incredible customer outcomes is a unifying value at Kinective, with over a 95% customer retention rate.

All the benefits. We care about you on and off the clock, which is why we are proud to offer plenty of great benefits to choose from. A generously flexible PTO, medical, dental, vision, even pet insurance, just to name a few.

We're cool people building cool stuff. Underneath all the banking acronyms and terminologies is a team of driven people building the future of banking. We value a workplace that allows us to work hard, be challenged, and ultimately be supported in our endeavors.

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.

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.

Compensation

$55,000 – $75,000

The base salary range for this role is shown above at the minimum and maximum. It is not typical for a candidate to be hired at or near the maximum of the range. At Kinective, base pay depends on multiple individualized factors, including a candidate's experience, qualifications, job-related knowledge and skills, and geographic location. Compensation also reflects internal equity to ensure fairness across similar roles.

Base pay is just one part of Kinective's Total Rewards package. Depending on the role, successful candidates may also be eligible to participate in our discretionary bonus plan, commission program, or equity offerings.

All U.S.-based Kinective employees are offered a highly competitive benefits package that demonstrates our commitment to supporting health, well-being, and financial security. Benefits include:

• 401(k) plan with company contributions
• Flexible paid time off and company holidays
• Generous parental and caregiver leave
• Comprehensive health benefits including medical, dental, vision, and prescription coverage
• Life and disability insurance
• Wellness resources and professional development opportunities
• And it doesn't end there...

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

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