The Role You'll Play

As a Customer Support Specialist, you’ll help customers get the most from Kite by resolving technical product questions across multiple support channels. You’ll combine advanced product knowledge, thoughtful communication, and effective troubleshooting to create a positive customer experience, even when issues are complex or time-sensitive.

• Deliver technical product support through email, chat, web forums, and outbound phone calls
• Manage a high volume of customer contacts while providing attentive, high-quality support
• Investigate and resolve complex questions related to Kite’s software, services, and product features
• Follow up on callbacks and open cases to ensure customers receive timely, accurate resolutions
• Escalate issues to higher-level support teams or management when needed and route cases to the appropriate support level
• Use Knowledge-Centered Support processes to answer questions accurately and maintain internal knowledge bases
• Document customer interactions, troubleshooting steps, and outcomes in applicable systems

 The Experience You’ll Bring

• 2+ years of customer service or call center experience, preferably including experience as a Customer Support Associate
• Previous experience supporting a SaaS product
• Ability to manage a high volume of email and chat conversations while communicating comfortably by phone and social media
• Strong verbal and written communication skills, with the ability to make complex information clear and understandable
• Experience troubleshooting complex customer issues with patience, confidence, and professionalism
• Active listening skills and a curious approach to understanding customer needs and identifying effective solutions
• Ability to learn new products, technical concepts, industry practices, and support processes quickly
• Strong relationship-building, prioritization, and time-management skills, including the ability to navigate high-tension situations thoughtfull