Technical Support Specialist

KOJO

KOJO

IT, Customer Service
United States
Posted on Thursday, April 4, 2024

About Kojo

It's time to build. Whether it's creating more housing, upgrading our infrastructure, or adapting to climate change, one thing is clear: the construction industry is at the center of solving our biggest problems. We’re making buildings cheaper and easier to build by transforming the way commercial construction companies buy their materials. Join us.

Founded in 2018, Kojo is now one of the fastest-growing construction technology companies in the world. Construction accounts for $10 trillion in global spend annually and we can’t live without its output - our roads, schools, hospitals, and offices. Despite this, there’s been very little innovation over the past 70 years in how materials - which constitute up to 40% of project costs - are bought and sold. This is our opportunity.

We are growing our Support Team to continue to better serve our customers! The Technical Support Specialist will be responsible for providing Tier 1 and 2 chat and email technical support to our customers. This role will work closely with Support, Product, and Engineering to resolve emergent issues and improve our overall Customer experience and Customer satisfaction.

About the Role:

Our Technical Support Specialist will be analyzing and troubleshooting incoming issues where customers may be providing vague information: problem-solving, prioritizing well, and analyzing root causes effectively will be key to success in this position.

The core responsibilities of this role will include:

  • Answering and resolving customer-reported issues or questions from inbound chat and email within designated SLAs

  • Solving technical issues that arise and resolving more complex issues or bugs, when possible, in collaboration with QA and Engineering

  • Creating and managing Jira tickets, including follow up with internal stakeholders and keeping customers updated on progress

  • Maintaining a comprehensive knowledge of Kojo to diagnose software issues, engaging with our Product and Engineering teams to solve more complex product issues

  • Responding to bugs both proactively and reactively by creating test case scenarios to be used in QA testing

  • Providing input into developing and modifying technical support systems to meet customer and internal needs

  • Identifying workarounds, workflows, and new features for qualified customers to ensure that they are getting the most value out of their partnership with Kojo

  • Collecting and dispensing customer feedback effectively to Support, Customer Success, Product and Engineering teams

  • Acting as a brand ambassador for Kojo, providing world-class service and education to our customers

About You:

The ability to quickly adapt to advancing technologies and process changes is essential, as is the ability to work both independently and as part of a team. Familiarity with the construction industry, and a previous role in the construction industry, is a huge plus!

What you’ve accomplished:

  • 3+ years working in a customer-facing role, preferably in SaaS, software, or technology-based environment

  • 1+ years of tier 2 technical support, an IT-related role, or a QA testing role

  • Track record of success working in a fast-paced environment and demonstrating a high sense of urgency

  • Excellent network analysis fundamentals and robust troubleshooting skills, as well as experience with Jira and ReTool

  • Experience testing the different platforms we support (web/iOS/Android), different types of network environments, and on mobile simulators

  • Ability to collect and provide useful metrics on customer reports so product and engineering can take action on them

  • Deep understanding of the user experience and the ability to resolve customer support requests in thoughtful and creative ways

  • Effective written communication, expressing ideas and opinions to varied audiences

  • Eagerness to learn and grow, receptive to feedback

What you care about:

  • Customer Obsession: You care deeply about our customers and seek to understand their pain

  • Innovation: You seek to understand the truth behind problems and find solutions to them

  • Impact: You’re both fast-paced and detail-oriented

This role is entirely remote for candidates based in the United States, with the willingness and ability to work 9-5pm Central. The salary range for this role is between $65,000 USD and $75,000 USD. See details about compensation ranges below.

Working at Kojo

Salary: Your salary will be dependent upon many factors, including your experience level, skillset, market dynamics and balancing internal equity relative to other Kojo employees. The compensation and benefits information that we provide is based on Kojo’s good-faith estimate as of the date of the job posting and may be modified in the future.

Benefits: This position is also eligible for a new hire equity grant and all US-based full time employees are eligible for our full suite of perks and benefits. For more information about our perks and benefits, check out https://www.usekojo.com/careers.

Location: Kojo’s team members work from home 100% of the time across North and South America. If applicable, we’ll identify the travel and/or location-specific requirements of a position in the text above. Otherwise, team members can expect to work business hours congruent with their local time zone and remotely.

Inclusive Workplace: Kojo values diverse perspectives and is committed to building an inclusive workplace. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance, we consider for employment qualified applicants with arrest and conviction records. We strongly encourage people from underrepresented groups to apply.



Scam Notice: Please be aware that there are individuals and organizations that may attempt to scam job seekers by offering fraudulent employment opportunities in the name of Kojo. These scams may involve fake job postings, unsolicited emails, or messages claiming to be from our recruiters or hiring managers. Kojo will never ask for any personal account information, such credit card details or bank account numbers, during the recruitment process.