KPA (www.kpa.io) is a proven SaaS technology and services partner for corporate compliance and human resource professionals seeking opportunities to raise productivity, control expense, and mitigate financial and reputational risk via business process automation, improved safety and workplace compliance, and better HR practices. With KPA’s proven portfolio of end-to-end solutions and operational best practice clients can unlock opportunities to drive down costs, mitigate risk, and enhance the employee experience at a lower cost than clients can achieve internally.

Founded in 1986, KPA is owned by Providence Equity Partners, a top-tier private-equity company, and is focused on delivering SaaS solutions to the small and mid-size business (“SMB”) markets.

The Technical Support Specialist 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.

KPA was named as one of Built In Colorado’s Best Places to Work in 2020. Additionally, KPA was named as one of Built in Colorado’s Best Midsize Companies to Work for and Best Paying Companies.

“Being named to three different Built in Colorado “Best of” lists is an honor and a significant achievement for KPA,” said Chris Fanning, KPA President and Chief Executive Officer. “I believe we have developed a very-high caliber organization that has a great deal of expertise and passion that helps our customers create the best and safest work environments for their employees. We’ve worked very hard to create an outstanding team of professionals and culture at KPA, and my goal is for us to continue to grow and develop our team and business for many years to come.”

As a growing company KPA values its employees by supporting them with a full benefits package including:

- Medical (both PPO and HSA plans available)

- Dental

- Vision

- Paid Time Off

- Parental Leave

- Holidays

- 401(k) match with immediate vesting

- Life Insurance

- Short and long term disability insurance

- FSA

-HSA matching