Technical Support Representative at KPA

| Greater Boulder Area
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The Technical Support Representative assists customers when they experience technical, procedural or operating difficulty with the use of KPA's software platforms providing the best possible customer experience by following issues through to resolution.

More specifically you will

  • Take customer support calls through phone, email and through the ticketing system.
  • Prioritize and assign incoming customer support issues
  • Engage tier 2 and 3 technical support when appropriate while managing the communication with the customer through resolution
  • Review completed help desk tickets for accuracy and completeness.
  • Learn new products and general technical abilities in support of a variety of client issues.
  • Maintain awareness of updates to a variety of products and how changes may impact customers.
  • Document and expand the knowledge base by creating internal documentation
  • Translate customer issues into internal support plans.
  • Provide feedback to Client Success and Product teams in support of client concerns and needs.

Requirements

  • 1-2 years of experience assisting customers by phone or email.
  • Proven ability to ask questions to define a customers technical issue and follow through to resolution.
  • Familiarity with compliance regulation tools, Insurance industry, Risk Management tools, HR or Workflow management software is preferred.

 

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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • SqlLanguages
    • jQueryLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Microsoft SQL ServerDatabases
    • RedisDatabases

Location

The Lafayette Y, a coffee shop, brewpub, a variety of restaurants and childcare facilities are all within walking distance. Free Parking!
“I’ve Never Woken up and not Wanted to Come to Work”: How KPA Keeps People Inspired Every Day
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An Insider's view of KPA

What’s the vibe like in the office?

I have always loved going into the KPA HQ office. I love learning about all aspects of KPA through colleagues in other departments. With our office closed for COVID, we are still finding ways to collaborate and celebrate each other on a regular basis. It is through townhalls and virtual meetups. We need each other to get it done!

Meghan

Human Resources Specialist

How do you collaborate with other teams in the company?

The SDR team is at the center of outreach and client engagement in many cases. I personally love to collaborate with all teams when asked because in the end we all have the same vision. Stepping outside that comfy little box is the only way to successfully schedule appointments, create opportunities and close deals.

JoAnna

Sales Development Representative

What makes someone successful on your team?

Being in a client facing role, holding a professional & positive demeanor is crucial to one’s success. The ability to empathize with varying clients’ needs & changing communication styles are also essential. Most importantly though, is relationship building. It is our job to instill trust with our clients & once this happens, the rest is simple.

Matt

Senior Implementation Manager

How do your team's ideas influence the company's direction?

The Sales Development function at KPA is a trusted and well-respected voice. The team’s feedback helps drive enhancements to our sales process as well as how we develop as a company and serve our clients better. There’s a regular feedback loop where insights and learnings from the SDR team drive real enhancements to our messaging and direction.

Tyler

SDR Manager

What are KPA Perks + Benefits

Culture
Volunteer in local community
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Group brainstorming sessions
Diversity
Highly diverse management team
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 2 weeks of parental leave.
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Casual Dress
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Lunch and learns
Cross functional training encouraged
Promote from within
Online course subscriptions available
Customized development tracks
Paid industry certifications
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