Technical Support Specialist
Technical Support Specialist
Posted on :
10-04-2025
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1 Vacancy
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Job Description
Help us help keep people safeand businesses working efficiently.Named as one ofBuilt In Colorados Best Places to Workfor six years in a rowKPAis made up of talented individuals working together for the greater good.Were here to help our clients buildsafe thriving organizations and were looking for people with a common goal to help us do it.
Position Description:
The role of the Technical Support Specialist is to assist customers who are experiencing any procedural or operating difficulty with the use of KPAs software 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 enduser concerns in a competent and professional manner.
- Provide oversight and guidance to KPAs 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 detailoriented 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 KPAs 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 multitask 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 nontechnical 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 customers technical ability and communicate with them in appropriate technical or nontechnical language in a noncondescending manner.
Success Criteria:
- SelfDirected work habits with the ability to manage time and schedule effectively.
- Must be able to learn and support new and fastchanging technologies.
- Excellent interpersonal and teamoriented skills.
- Good work habits under pressure and the ability to think on your feet.
- Highly proficient with the use of MS Office applications and similar software tool.
- Ability to effectively engage with customers in an energetic and upbeat manner.
- Detail oriented.
- Must have a good command of the English language in order to provide effective phone chat and email support.
Compensation
- Compensation Rate: $2225 per hour
- Annual bonus potential up to 7.5
Physical Requirements
- Physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Visual Recognition Constantly
Stationary sitting or standing position Constantly
Working at a computer typing and view a screen Constantly
Speaking Hearing and Listening Often
Dont 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 youre excited about the role but your past experience doesnt align perfectly with every qualification we still encourage you to apply! You might just be the right candidate for this or other roles.
About KPA
Founded in 1986KPAis 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 KPAssoftware consulting services and awardwinning training content helps organizations minimize risk so they can focus on whats importanttheir 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 Colorados Best Midsize Places to Work by Built In Colorado for 2024.
To be ranked in Built Ins Best Places to Work Awards is a recognition of KPAs 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 weve 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 breastfeeding and/or pregnancyrelated conditions age protected medical condition leave status physical or mental disability genetic characteristics or any other legallyprotected status in accordance with the requirements of all federal state and local laws 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
Required Experience:
Unclear Seniority
Employment Type
Full-Time
Key Skills
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