Senior Software Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver exceptional customer service for all Kinective products by utilizing advanced troubleshooting methods.

• Engage with customers, including branch-level staff and IT personnel, during installation and support phases.

• Participate actively in after-hours support rotation.

• Escalate Tier 1 and Tier 2 product concerns and provide assistance to support specialists regarding product usage inquiries.

• Serve as a liaison for Kinective’s broader client base.

• Collaborate with the Product Team to evaluate and strategize product enhancements.

• Work alongside Development to address escalations, bugs, and software release challenges.

• Develop comprehensive knowledge articles for both internal and external purposes.

• Maintain and assess Tier 1 and Tier 2 knowledge resources.

• Design and conduct product training sessions for new and existing team members.

• Mentor Tier 1 and Tier 2 personnel.

• Collaborate with the Training team to produce training videos for external client portals.

• Partner with QA to evaluate the effects of changes on current clients.

• Act as a subject matter expert on core Kinective products.

• Offer technical guidance in implementation, administration, maintenance, analysis, and testing within client network environments.

• Administer and resolve issues related to enterprise solutions and database architectures.

• Work with hardware such as cash dispensers, cash recyclers, and coin dispensers.

• Understand how banks and credit unions leverage solutions to enhance hardware efficiency.

• Monitor incoming calls, emails, and chats using the Salesforce ticketing management system.

⛳️ Requirements

• High school diploma or higher, or a minimum of 4 years’ experience in IT, customer service, or the banking sector.

• Proficiency in a bank or credit union branch environment.

• Extensive knowledge of financial institutions, especially banks and credit unions, including branch operations, lending processes, and document signing and retention requirements.

• Advanced skills in the MS Office Suite (Word, PowerPoint, and Excel).

• Strong SQL database capabilities.

• Ability to interpret server logs effectively.

• Solid references from colleagues, supervisors, and clients.

• Familiarity with Salesforce and case management software.

• Understanding of C++, Java coding, networking, XML, and XPath expressions is a plus.

• Capability to read and write in VB.Net is a plus.

• Willingness to participate in after-hours support rotation as needed.

• Experience in administering and troubleshooting enterprise-level solutions and database systems.

• Proficiency with SQL Server Management Studio and VB scripting within Access databases.

• Basic knowledge of networking concepts.

🏝️ Benefits

• Generous and flexible paid time off (PTO).

• Comprehensive medical insurance.

• Dental insurance coverage.

• Vision insurance benefits.

• Pet insurance options.

• Up to 10% bonus potential.

• Opportunities for professional and personal development.

• Mentorship programs available.

• Internal promotion opportunities.