Customer Support Representative

Customer Support Representative

El Dorado Hills, California, United States

About KEV:

KEV Group is an enterprise SaaS company that provides an all-in-one activity fund management solution for K-12 schools. By seamlessly integrating and automating all fee management processes, our SchoolCash platform provides real-time visibility and control over how districts and schools create, collect, manage, track, and reconcile these funds. Parents benefit from an easy-to-use solution that offers convenience and supports all payment types. More than 26,000 schools across North America rely on our solutions to manage over $4 billion in activity funds annually.

The company is headquartered in Toronto with offices in Cambridge, ON and across the U.S., KEV is a portfolio company of Five Arrows. With over €10 billion of assets under management (AUM), the corporate private equity business of Five Arrows invests in companies with highly defensible market positions, strong management teams, and growth-based business models.

Why Join KEV?

• Work in an industry that benefits children, parents and schools
• Do meaningful and purpose-driven work, and make a real impact
• Join a quickly growing organization with real opportunity for learning and growth
• Passionate and accessible leadership team that cares about people, personally and professionally
• Hybrid Work Environment  (3 days a week in our El Dorado office) 

Job Description:

We are looking for a Customer Support Representative to assist our customers with technical problems when using our software.  The Customer Support Representative's responsibilities include resolving customer queries, recommending solutions, and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to respond appropriately under pressure.  Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales processes.

 

Responsibilities:

• Respond to customer queries in a timely and accurate way, via phone and ticket process
• Identify customer needs and help customers use specific features
• Escalate serious complaints or issues that you are not equipped to deal with
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about technical issues and useful discussions with customers
• Share feature requests and effective workarounds with team members
• Follow up with customers to ensure their technical issues are resolved

 

Requirements and Skills:

• 1+ years of experience in a software customer support role
• Experience in Microsoft Office - all products
• Familiarity with accounting is a plus
• Experience using help desk software and remote support tools
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Patience when handling tough cases

 

We Offer:  

• Competitive salary 

• Comprehensive health and dental benefits 

• Professional development opportunities 

• Continuing Education

• Great colleagues and collaboration 

This job description indicates the general nature and level of work expected. It is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required by an individual joining the KEV team in this or any other capacity.

KEV Group is pleased to accommodate individual needs in accordance with the Accessibility of Ontarians with Disabilities Act, 2005 (AODA), within our recruitment process. If you require accommodation at any time throughout the recruitment process, please speak with Human Resources or the hiring manager.

KEV Group is an equal opportunity employer who agrees not to discriminate against any employee or job applicant because of race, color, religion, national origin, sex, physical or mental disability, or age.