Technical Support Specialist - Remote

Overview

The Technical Support Specialist is a vital foundational pillar of the Support team at Kojo, focusing on resolving customer issues and improving overall customer experience.

In Short

• Answer and resolve Tier 1 and 2 customer issues via chat and email.
• Collaborate with QA, Support, CS, and Engineering teams.
• Create and manage Zendesk and Jira tickets.
• Produce test case scenarios for QA testing.
• Provide internal support to Kojo colleagues.
• Maintain knowledge of Kojo to diagnose software issues.
• Develop and modify technical support systems.
• Identify workarounds and new features for customers.
• Act as a brand ambassador for Kojo.

Requirements

• 3+ years in a customer-facing role, preferably in SaaS or technology.
• 1+ years of tier 2 technical support or QA testing experience.
• Strong troubleshooting skills and experience with Jira and Zendesk.
• Experience testing web/iOS/Android platforms.
• Ability to provide useful metrics on customer reports.
• Excellent communication skills.
• Eagerness to learn and grow.

Benefits

• Eligible for a new hire equity grant.
• Full suite of perks and benefits for US-based employees.
• Work from home 100% of the time.
• Inclusive workplace committed to diversity.