Kinetik is a high-growth healthcare technology company reshaping the severely fragmented healthcare transportation industry. We equip health insurances, brokers, and providers with our suite of products and solutions that are proven to increase efficiency, transparency, and interoperability.
About the Technical Support Specialist Role:
As a technical support specialist, this person will be an integral part of the customer success team, focusing on providing technical support and solutions to enhance customer satisfaction and retention. This person will be responsible for answering clients' calls, following up with management about unresolved issues, and providing tech and other support over the phone and through Kinetik’s CRM platform.
The Technical Support Specialist Responsibilities:
- Provides continued service and help for a customer’s post-sales needs by assisting customers with their usage and implementation questions, resolving incoming inquiries, and supporting requests
- Diagnoses and troubleshoots software support requests, providing immediate solutions or escalating issues to the appropriate departments when necessary
- Conducts virtual training sessions and workshops for clients to ensure they fully understand how to use the product(s) effectively
- Develops support resources for common issues and questions, including FAQs, instruction manuals, and instructional videos or webinars, tailored to enhance user experience and autonomy
- Utilizes tools like Postman, SoapUI, and cURL for API testing, troubleshooting, and management (performing and automating requests, analyzing responses, managing environments, and ensuring the security and efficiency of API integrations)
- Manages environments in Postman to switch between different development, testing, and production settings, ensuring accurate testing and troubleshooting
- Maintains and grows revenue by creating meaningful value for the customer
- Diagnoses potential barriers to renewal and works with customers to overcome these barriers
- Demonstrates commitment to our customer base through the highest level of responsiveness
- Owns the customer success journey from onboarding through advocate creation for your assigned accounts
- Collaborates with product development teams to suggest improvements to the software, identifying bugs and requesting features based on customer feedback and the evolution of user needs
- Maintains a positive customer experience
- Monitors customer satisfaction across the entire customer base
- Drives new business growth through greater advocacy and reference-ability
- Delivers regular account reviews to the team and management
- Learns about the industries and competitive environment customers operate in and provides strategic advice
- Performs other related duties as assigned
Qualifications and Skills:
- Bachelor’s Degree or equivalent is strongly preferred
- Over 3 years of customer success experience within a SaaS high-tech work environment
- Ability to work on Pacific Standard Time (PST)
- Experience in sales, technology, customer success or account management
- Must have a proven record of driving results in high-growth companies and must have an inner drive to succeed
- Outstanding customer relationship capabilities and interpersonal skills
- Strong communication in building and maintaining customer relationships
- Strong aptitude for technology and desire to learn new software
- Strong business and commercial acumen
- Boundless energy, enthusiasm and curiosity
- Experience leading customer conversations and the ability to lead presentations for different audiences
- Ability to take initiative, own processes and work independently as required
- Ability to explain technical concepts and theories to both technical and non-technical users
- Strong attention to details
- Proactive, autonomous, and results-oriented, comfortable independently solving problems despite ambiguity
- Must be willing to work extended hours if needed
- Must be willing to travel if needed
- Valid work authorization required
Why Kinetik?
- Inclusive and fast-growing team
- Health, Vision, and Dental benefits
- Life and Disability benefits
- 401k Plan
- Unlimited PTO
- Commuter benefits
- Pet benefits
Technical Support Specialist Pay Range$70,000—$90,000 USDAt Kinetik we strive to grow in a collaborative, inclusive, and innovative environment. We encourage each team member to combine efforts and express curiosity about new possibilities. Join our team at Kinetik and help us revolutionize the healthcare transportation industry with cutting-edge technology solutions!
CCPA Statement
If you are located in California, United States, you may be subject to certain rights in relation to your personal information under the California Consumer Privacy Act (CCPA), as outlined below:
- The right to know about the personal information that we collect about you, including the categories of personal information collected, how it is used and how it is shared;
- The right to delete the personal information we have collected about you (with some exceptions);
- The right to opt out of the sale of your personal information; and
- The right to non-discrimination for exercising your CCPA rights.
You may seek to exercise any of these rights by contacting the Kinetik Compliance Department by clicking here.
