Customer Support Specialist

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