Technical Support Specialist

Who We Are KPA helps automotive businesses keep their people safe, protect their operations, and stay ahead of regulatory change with our 3 Pillars for Complete Compliance: Software, Consulting, and Training. Since 1986, KPA has helped automotive businesses navigate the complexities of compliance. Named as one of Built In Colorado’s Best Places to Work for seven years in a row, KPA is made up of talented individuals working together for the greater good. We’re here to help our clients build safe, thriving organizations, and we’re looking for people with a common goal to help us do it. Position Description: The role of the Technical Support Specialist is to assist customers who are experiencing any procedural or operating difficulty with the use of KPA’s software applications, products or services. Complex and/or high priority problems are elevated to specialized support groups for resolution when needed, but the Technical Support Specialist is responsible to ensure that an effective solution is provided to the user.

Key Responsibilities:

• Assist in troubleshooting and resolution and engage tier 2 technical support when appropriate.
• Prioritize and handle incoming customer support issues and ensure response according to defined standards, documenting all related communication/information into a centralized ticketing system. Address end-user concerns in a competent and professional manner.
• Provide oversight and guidance to KPA’s Clients, Subject Matter Experts, and Partners, and encourage a culture that under promises and over delivers.
• Communicate recurring issues to staff effectively to help foster team cohesion.
• Provide daily review of completed help desk tickets for accuracy and completeness.
• Provide constant feedback toward quality improvements to our solutions and ensuring customer satisfaction.
• Attend and grow from Product or Tier 2 training sessions as required for the handling of new product releases, processes or procedures.
• Become the trusted voice in KPA for customer issue resolution.

Success Criteria:

• You must be responsible, detail-oriented and conscientious. Your commitment to the customer and to the proper handling of their issues is of utmost importance.
• Very strong knowledge of computer technology as it relates to the real world.
• You should have the ability to make people comfortable with KPA’s technology and mission.
• Become a trusted voice for KPA customers, clients and partners from a customer success perspective.
• Familiarity with both the Windows and Mac operating systems.
• Capability to multi-task and address changing priorities is a must. Must possess strong organizational skills and be able to plan, organize, and track tasks for successful resolution.
• Generally two years’ experience solving computer problems.
• Certifications and technical degrees are desirable. Familiarity with compliance regulations is a plus.
• Of greatest importance is that you possess a commitment to guiding the issue to resolution – whether by yourself or by engaging escalation points within the client success organization.
• Excellent verbal and written communication ability, being able to discuss and explain technical issues in non-technical terms to which a customer can relate.

Communication Skills:

• This position requires handling information in an appropriate manner. Customer interactions must be handled with diplomacy and tact. Individual must be able to gauge the customer's technical ability and communicate with them in appropriate technical or non-technical language in a non-condescending manner.

Success Criteria:

• Self-Directed work habits with the ability to manage time and schedule effectively.
• Must be able to learn and support new and fast-changing technologies.
• Excellent interpersonal and team-oriented skills.
• Good work habits under pressure and the ability to “think on your feet”.
• Highly proficient with the use of MS Office applications and similar software tool.
• Ability to effectively engage with customers in an energetic and up-beat manner.
• Detail oriented.
• Must have a good command of the English language in order to provide effective phone, chat, and email support.

Compensation

• Compensation Rate: $22-26 per hour
• Annual bonus potential up to 7.5%

Physical Requirements

• Physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• ​​Visual Recognition​ - ​Constantly​
• ​​Stationary sitting or standing position​ - ​Constantly​
• Working at a computer typing and view a screen​ - ​Constantly​
• ​​Speaking, Hearing, and Listening​ - ​Often​