Job Description

As a Jr. Application Support Analyst you’re a service enthusiast and evangelist for the customer, and your curiosity continuously improves your knowledge and skillset. You’ll own technical and functional customer issues, engaging all available resources and knowledge sources to find a solution.  You may also have the opportunity to provide solutions internally to the Customer Success Team via writing/updating help documentation and maintaining the customer community.

Responsibilities

• Be a functional SME (subject matter expert) and authority on our product and how it functions, for both our end users and internal employees.
• Work with our customers to understand, reproduce, and resolve their application and technical issues.
• Collaborate with senior team members to manage and prioritize our support ticket queue within Zendesk, our ticket management system.
• Communicate clearly with our customers via Zendesk, email and outbound phone.
• Give cross-department input to prioritize outstanding issues.
• Build rapport and manage the expectations of our customers and other internal departments at Kapost.
• Partner with our Product team to develop and track bug fixes.
• Create and maintain support articles and our customer knowledge base to improve self-service troubleshooting for our customers.

Required Skills & Experience

• 0-2 years experience performing software QA, Customer Service, Support or related technology work or education.
• Passion to find solutions to complex problems and willingness to take things apart to understand how they work.
• Track record of exceptional problem-solving skills and the ability to navigate challenging situations in a professional manner.
• Excellent written and verbal communication skills with ability to communicate technical issues to non-technical and technical audiences.
• Ability to practice active listening when dealing with our customers and their issues, and show strong customer empathy.
• Comfortable independently working to prioritize and resolve a constant flow of support tickets.
• Inherent problem-solver with desire to learn and take on responsibilities.
• High aptitude and a passion for rapid learning.
• A team player who will lean-in, and who truly loves serving both internal and external customers.

Additional Helpful Qualifications:

• Bachelor’s degree or equivalent work experience.  
• Familiarity with common web applications – Wordpress, Drupal, Salesforce
• Knowledge of Web Services.
• Knowledge of SaaS technology, including SSO, DNS, browser support, etc.