Senior Software Support Specialist

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $60k - $75k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Kinective

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1996

🏦 Banking

💳 Fintech

☁️ SaaS

💰 Private Equity Round on 2023-10

Banking • Fintech • SaaS

Kinective is the leading provider of document workflow, branch automation, and digital connectivity software for the banking sector. With the most comprehensive, open, and connected technology ecosystem in banking, Kinective helps financial institutions unlock new services, modernize operations, and elevate client experiences to enhance their competitive edge. Kinective serves more than 3,400 banks and credit unions, giving them the power to accelerate innovation and deliver better banking to the communities they serve.

📋 Description

• Provide the highest level of customer service across all Kinective products using advanced troubleshooting techniques • Interact with customers ranging from branch-level staff to IT staff during installation and support • Participate in after-hours support rotation • Escalate Tier 1 and Tier 2 product issues and assist support specialists with product usage questions • Liaise with Kinective’s larger client base • Work with the Product Team to review and plan product enhancements • Collaborate with Development on escalations, bugs, and software release problems • Create high-level knowledge articles for internal and external use • Maintain and review Tier 1 and Tier 2 knowledge articles • Create and deliver product training for new and existing team members • Mentor Tier 1 and Tier 2 team members • Create training videos with the Training team for external client-portal use • Work with QA to determine the impact of changes on existing clients • Serve as a subject matter expert on core Kinective products • Provide technical expertise in implementation, administration, maintenance, analysis, and testing within client network environments • Administer and troubleshoot enterprise solutions and database structures • Work with hardware including cash dispensers, cash recyclers, and coin dispensers • Understand how banks and credit unions use solutions to optimize hardware and improve efficiency • Track incoming calls, emails, and chats in Salesforce ticketing management system

🎯 Requirements

• High school degree or above or 4+ years’ experience in IT, customer service, or banking industry experience • Expertise in a bank or credit union branch • Vast understanding of financial institutions, particularly banks and credit unions, including branch operations, lending, and document signing and retention requirements • Advanced proficiency in MS Office Suite (Word, PowerPoint, and Excel) • Advanced SQL database skills • Ability to comprehend server logs • Strong references from peers, supervisors, and customers • Knowledge of Salesforce and case management tools • Understanding of C++, Java code, networking, XML, and XPath expressions is nice to have • Ability to read and write VB.Net is nice to have • Ability to participate in an after-hours support rotation schedule • Experience administering and troubleshooting enterprise-based solutions and database structures • Experience with SQL Server Management Studio and VB scripting within Access databases • Basic understanding of networking

🏖️ Benefits

• Generously flexible PTO • Medical insurance • Dental insurance • Vision insurance • Pet insurance • 10% bonus potential • Professional development and personal development opportunities • Mentoring opportunities • Promotion from within