Customer Support

Kaseya® is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide. Kaseya’s best-in-breed technologies allow organizations to efficiently manage and secure IT to drive sustained business success. Kaseya has achieved sustained, strong double-digit growth over the past several years and is backed by Insight Venture Partners www.insightpartners.com), a leading global private equity firm investing in high-growth technology and software companies that drive transformative change in the industries they serve.

Founded in 2000, Kaseya currently serves customers in over 20 countries across a wide variety of industries and manages over 15 million endpoints worldwide. To learn more about our company and our award-winning solutions, go to www.Kaseya.com and for more information on Kaseya’s culture, please click here: Kaseya Culture.

Kaseya is not your typical company. We are not afraid to tell you exactly who we are and our expectations. We have achieved record levels of success being BOLD, being GRITTY, being ACCOUNTABLE. The thousands of people that succeed at Kaseya are prepared to go above and beyond for the betterment of our customers, and the betterment of their careers and long-term financial wealth. 

The primary function of this role is to provide support, training, and product knowledge to our merchants through a combination of responding to tickets in our CRM system and answering calls of the product.

Key Responsibilities

• Provide customer support through phone and ticketing system
• Assist in account maintenance items related to ACH and Credit Card accounts
• Program, support, and train customers on point of-sale systems (RM and Duet mainly)
• On-site troubleshooting of POS systems
• Perform root cause analysis when troubleshooting complex technical issues and report back to team and customer
• On-call availability on a rotating schedule
• Collaborate with sales and technical team to escalate issues
• Update technical documentation and FAQs
• Opportunity for cross training into payments department
• Perform additional tasks and/or duties as assigned

 

 

Knowledge, Skills and Abilities

• Happy, patient, and empathetic personality
• Interest in technology and software
• Superior customer service skills
• Ability to analyze and troubleshoot problems
• Excellent written and verbal communication skills
• Ability to organize and prioritize tasks
• Strong ability to complete tasks according to established timelines and quality standards 
• Previous exposure or experience with a CRM preferred
• Previous exposure of computer hardware and networking solutions
• Proficient in Microsoft Office and Google Suite

Education and Experience 

• High School Diploma or GED required
• 2+ years of customer support experience required
• Previous work experience in technology field desired

Join the Kaseya growth rocket ship and see how we are #ChangingLives !

Additional information
Kaseya provides equal employment opportunity to all employees and applicants without regard to race, religion, age, ancestry, gender, sex, sexual orientation, national origin, citizenship status, physical or mental disability, veteran status, marital status, or any other characteristic protected by applicable law.