[Remote] Technical Support Specialist at Kojo

Chile

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$25,000 – $40,000Compensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Construction Technology, SaaSIndustries

Requirements

3+ years working in a customer-facing role, preferably in SaaS, software, or technology-based environment
1+ years of tier 2 technical support, an IT-related role, or a QA testing role
Track record of success working in a fast-paced environment and demonstrating a high sense of urgency
Excellent network analysis fundamentals and robust troubleshooting skills
Experience with Jira, Zendesk, and ReTool
Experience testing different platforms (web/iOS/Android), different types of network environments, and on mobile simulators
Experience troubleshooting third-party integrations to ERP or accounting systems
Ability to collect and provide useful metrics on customer reports for product and engineering action
Deep understanding of the user experience and the ability to resolve customer issues
Quick adapter to advancing technologies and process changes
Thrives both independently and collaboratively
Passionate about working in dynamic environments (familiarity with the construction industry preferred)

Responsibilities

Answering and resolving customer-reported Tier 1 and 2 issues or questions from inbound chat and email within designated SLAs, clarifying and offering solutions where provided information may be vague
Regular proactive engagement and collaboration with QA, Support, CS, and Engineering teams, working cross-functionally via live meetings and Slack correspondence
Creating and managing Zendesk and Jira tickets, providing timely, consistent, and clear progress updates to customers
Producing test case scenarios to be used in QA testing and reliable metrics and data for Product and Engineering actioning
Providing internal Support to Kojo colleagues by engaging with various Slack channels to address issues raised there
Maintaining a comprehensive and continuously expanding knowledge of Kojo to diagnose software issues
Providing input into developing and modifying technical support systems to meet customer and internal needs
Identifying workarounds, workflows, and new features for qualified customers to ensure they get the most value out of their partnership with Kojo
Acting as a brand ambassador for Kojo, providing world-class service and education to customers

Skills

Key technologies and capabilities for this role

Technical SupportTier 1 SupportTier 2 SupportCustomer ServiceProblem SolvingRoot Cause AnalysisCross-functional CollaborationSLA ManagementChat SupportEmail Support

Questions & Answers

Common questions about this position

What is the salary range for the Technical Support Specialist position?

The salary range is $25K - $40K.

Is this Technical Support Specialist role remote?

Yes, this is a fully remote position.

What are the key skills needed for this Technical Support Specialist role?

Key skills include problem-solving, prioritizing well, analyzing root causes effectively, quick adaptation to advancing technologies and process changes, and thriving both independently and collaboratively.

What are the working hours for this position?

The working hours are Monday - Friday, 11:00 AM to 7:00 PM EST.

What qualities make a strong candidate for this Technical Support Specialist role?

Strong candidates excel in problem-solving, root cause analysis, cross-functional collaboration with teams like Product, Engineering, and Support, and acting as a brand ambassador by delivering world-class service.

Kojo

Procurement platform for construction industry

About Kojo

Kojo is a procurement platform tailored for the construction industry, focusing on helping trade and self-perform contractors manage their material needs effectively. The platform provides tools for real-time inventory tracking, price comparison, and order management, allowing contractors to have better control over their procurement processes. By integrating with other construction management tools like Procore, Kojo enhances its usability and efficiency for users. Unlike many competitors, Kojo operates on a subscription-based model, which ensures consistent revenue while delivering significant cost savings and productivity improvements for its clients. The company's goal is to streamline the construction procurement process, ultimately helping contractors save money, reduce waste, and improve labor productivity.

San Francisco, CaliforniaHeadquarters

2018Year Founded

$81MTotal Funding

SERIES_CCompany Stage

Industrial & Manufacturing, Enterprise SoftwareIndustries

51-200Employees

Benefits

Remote Work Options

Company Equity

Risks

Rapid expansion into new sectors may stretch Kojo's resources, causing inefficiencies.

Kojo's subscription model may be vulnerable during economic downturns affecting construction budgets.

Scaling challenges may arise from rapid growth, impacting service quality and support.

Differentiation

Kojo consolidates procurement for contractors, enhancing visibility and control over materials.

The platform integrates with tools like Procore, streamlining construction management processes.

Kojo Prefab connects prefab shops to business operations, optimizing offsite construction.

Upsides

Kojo's expansion into prefabrication aligns with the growing trend of offsite construction.

The launch of Kojo AP meets the demand for digital financial solutions in construction.

New integrations with major electrical suppliers tap into the $130 billion U.S. market.

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