Technical Support Specialist

Job not on LinkedIn

🔥 2 minutes ago

🇺🇸 United States – Remote

💵 $25 - $26 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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KPA

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1986

☁️ SaaS

📋 Compliance

🤝 B2B

💰 $5M Private equity on 2011-11

SaaS • Compliance • B2B

KPA is a provider of all-in-one EHS (environmental, health & safety) and regulatory compliance software and training services. Its platform offers configurable SaaS tools—mobile reporting, incident management, SDS/chemical tracking, asset and contractor management, dashboards and analytics—along with an integrated learning management system and industry-specific safety training. KPA serves businesses across construction, manufacturing, energy, utilities, mining and insurance to help reduce incidents, manage risk, and maintain regulatory compliance.

📋 Description

• Serve as the first point of contact for customer inquiries via ticketing system, chat, email, and phone, ensuring prompt, professional, and customer-focused responses across all channels. • Answer and manage inbound support phone calls, providing real-time troubleshooting, clear communication, and a high-quality customer experience while documenting interactions accurately. • Troubleshoot and resolve basic to moderately complex technical issues, following established processes and documentation. • Accurately document all customer interactions, troubleshooting steps, and resolutions in the ticketing system. • Identify when issues require escalation and effectively transition cases to Tier 2 with complete context and documentation. • Guide customers through solutions with clear, step-by-step instructions, ensuring a positive and customer-centric experience. • Maintain strong product knowledge and stay current on updates, features, and known issues. • Collaborate with internal teams to ensure alignment and timely resolution of customer concerns. • Contribute to knowledge base articles and internal documentation to improve team efficiency and customer self-service. • Support team performance during high-volume periods while maintaining service level expectations. • Follow support processes and identify opportunities for improvement, raising suggestions to leadership.

🎯 Requirements

• 0–2 years in customer support, technical support, or a customer-facing role. • Strong communication skills (written and verbal) with a customer-first mindset. • Basic troubleshooting and problem-solving skills across software applications. • Ability to follow processes, document accurately, and manage multiple tasks. • Willingness and ability to quickly learn new systems and technologies, including Novara software. • Strong organizational skills and attention to detail. • Experience in SaaS or technical support environments (preferred). • Familiarity with ticketing systems and support tools (preferred). • Exposure to basic technical concepts such as APIs, SSO, or file transfers (SFTP) (preferred).

🏖️ Benefits

• Medical • Dental • Vision • Flexible Spending Accounts • PTO • Paid and Floating Holidays • 401k with Company match and immediate vesting • Company-funded Life Insurance • Employee Assistance Programs • No-cost Mental Health Benefits