Technical Support Specialist

November 24

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Kojo

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Construction • SaaS • Procurement

Kojo is a comprehensive software platform designed for trade contractors to manage procurement, tools, and inventory efficiently. It offers solutions for planning, purchasing, tracking, receiving, and paying for materials, integrating seamlessly with existing ERP and project management systems. Kojo aims to streamline operations by reducing manual data entry, improving order accuracy with AI solutions, and providing real-time updates on inventory and material costs. The platform supports various trades such as mechanical, concrete, roofing, electrical, and flooring, focusing on enhancing productivity and sustainability in construction management.

51 - 200 employees

☁️ SaaS

📋 Description

• Answering and resolving customer-reported Tier 1 and 2 issues or questions from inbound chat and email within designated SLAs • Regular proactive engagement and collaboration with QA, Support, CS, and Engineering teams • Creating and managing Zendesk and Jira tickets • Producing test case scenarios to be used in QA testing • Providing internal Support to Kojo colleagues by engaging with various Slack channels • Maintaining a comprehensive and continuously expanding knowledge of Kojo • Providing input into developing and modifying technical support systems • Identifying workarounds, workflows, and new features for qualified customers • Acting as a brand ambassador for Kojo, providing world-class service and education to customers

🎯 Requirements

• 3+ years working in a customer-facing role, preferably in SaaS, software, or technology-based environment • 1+ years of tier 2 technical support, an IT-related role, or a QA testing role • Excellent network analysis fundamentals and robust troubleshooting skills • Experience with Jira, Zendesk, and ReTool • Experience testing the different platforms we support (web/iOS/Android) • Experience troubleshooting third-party integrations to ERP or accounting systems • Ability to collect and provide useful metrics on customer reports • Deep understanding of the user experience and the ability to resolve customer support requests in thoughtful and creative ways • Excellent written and verbal communication, with an ability to express ideas and opinions to various internal and external audiences • Eagerness to learn and grow, receptive to feedback.

🏖️ Benefits

• new hire equity grant • full suite of perks and benefits for US-based full time employees