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The Tier 2 Technical Support Specialist assists customers with technical issues, documents support interactions, and ensures effective solutions are provided, engaging higher support when necessary.
Founded in 1986, KPA is a leading provider of Workforce Compliance software and consulting services. We succeed if our clients can send their employees home at night, having not experienced a workplace accident or injury. The combination of software, consulting, and training helps clients identify, remedy, and prevent workplace safety and compliance problems so they can focus on what’s important – their core business.
Help us help keep people safe and businesses working efficiently. Named as one of Built In Colorado’s Best Places to Work for six 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 Tier 2 Technical Support Specialist is to assist customers who are experiencing any procedural or operating difficulty with the use of KPA’s 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.
Compensation
- Annual Base Salary Range of $55-65k
- Bonus potential of 7.5%
- This is a Full-Time, Exempt position
Don’t meet every job requirement? At KPA, we are dedicated to building a diverse, inclusive, and authentic workplace. Studies have shown that women and people of color are less likely to apply unless they meet every requirement. If you’re excited about the role but your past experience doesn’t align perfectly with every qualification, we still encourage you to apply! You might just be the right candidate for this or other roles.
As a growing company KPA values its employees by supporting them with a full benefits package including Medical, Dental, Vision, Flexible Spending Accounts, PTO, Paid and Floating Holidays, 401k with Company match and immediate vesting, Company-funded Life Insurance, Employee Assistance Programs, and No-cost Mental Health Benefits.
About KPA
Founded in 1986, KPA is a leading provider of Environment, Health & Safety (EHS), and Workforce Compliance software and consulting services. KPA solutions help clients identify, remedy, and prevent workplace safety and compliance problems across their entire enterprise. The combination of KPA's software, consulting services, and award-winning training content helps organizations minimize risk so they can focus on what's important—their core business.
We are passionate about what we do, how we do and why we do it. Our culture is driven by the KPA core values – Integrity, Helpful, Excellence, Agile, Respectful, and Teamwork. Success will be determined by the capabilities, energy and character of the people we bring into our organization and the performance they achieve.
KPA, with headquarters in Colorado and teammates throughout the United Sates, is recognized as one of Colorado's Best Midsize Places to Work by Built In Colorado for 2024.
“To be ranked in Built In’s Best Places to Work Awards is a recognition of KPA’s dedication to creating a team of outstanding professionals and our efforts to create a positive and safe workplace culture for everyone,” said Chris Fanning, KPA President and CEO. “I believe we’ve developed a high caliber organization comprised of passionate people who are experts in their respective fields and deliver great value to our customers.”
KPA is committed to providing equal opportunity in all of our employment practices, including selection, hiring, promotion, transfer, and compensation, to all qualified applicants and employees without regard to race, religion, religious dress/grooming, color, ethnicity, sex (including sex stereotyping), sexual orientation, gender identity or gender expression, national origin, ancestry, citizenship status, creed, uniform service member status, military or veteran status, marital status, pregnancy, breast-feeding and/or pregnancy-related conditions, age, protected medical condition, leave status, physical or mental disability, genetic characteristics, or any other legally-protected status in accordance with the requirements of all federal, state and local laws. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
If you need assistance or an accommodation due to a disability, you may contact us at [email protected].
Top Skills
macOS
Ticketing System
Windows
KPA Westminster, Colorado, USA Office
Our headquarters is located in the CirclePoint Corporate Center in Westminster, right off US 36 between 104th and 112th. Minutes from the Westminster Promenade, a major entertainment and food hub.
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