Senior Product Support

Who We Are:

We are K1X. Our technology is used by the nation’s largest institutional investors, funds, and accounting firms, by bringing long- established solutions that are creating an all-digital K-1 experience. Our goal is to transform the K-1 industry by moving a traditionally analog based-process to an all-digital experience via our software solutions. Join us at the start of something exciting!

K1X is looking for a Technical Customer Success Support Specialist to help manage the support and customer outreach process.

You will work directly with customers to help identify, prioritize and manage support needs.

We’re looking for a motivated team member who is a professional and genuine communicator, has technical aptitude, and has the flexibility to help with a variety of projects in a dynamic start-up environment.

Requirements

Primary Responsibilities:

• Serve as a Tier 2 support function that directly engages with customers and collaborates with the product team to ensure the highest levels of success through escalation management
• Establish trusting relationships with new and existing customers ensuring elevated levels of customer satisfaction
• Develop an extensive working knowledge of the K1X solutions to support sales and customer success efforts
• Collaborate with client success managers on executing strategies and best practices
• Research, analyze and prioritize product issues, and present resolution
• Manage your workload and interactions in a CRM/ITSM to ensure data integrity and sales process flow
• Effectively and efficiently collaborate with the product team to investigate reported bugs and issues
• Advocate for the customer and product needs

Qualifications:

• Master new technology quickly, and effectively communicate technical information in non-technical terms
• Excellent verbal, written, and visual communication skills to work cross-collaboratively and effectively with different personalities and job functions
• Ability to communicate at all levels of the customer lifecycle and across the organization
• A self-motivated and driven personality for continual learning and growth; the role has a deep career runway
• Ability to successfully manage complex, fast-moving, and unexpected communications & challenges to deliver stellar results
• Strong organizational skills and ability to self-manage responsibilities
• Background working in professional services, accounting and/or tax is a plus
• 3-5 years of customer support and technical support experience
• Experience in SaaS

Benefits

• Unlimited Vacation Policy + Sick Time
• Fully Remote Opportunity
• Benefits/401K
• Growing Startup Culture