Senior Software Support Specialist

• Provide the highest level of customer service across all Kinective products using advanced troubleshooting techniques
• Interact with customers ranging from branch-level staff to IT staff during installation and support
• Participate in after-hours support rotation
• Escalate Tier 1 and Tier 2 product issues and assist support specialists with product usage questions
• Liaise with Kinective’s larger client base
• Work with the Product Team to review and plan product enhancements
• Collaborate with Development on escalations, bugs, and software release problems
• Create high-level knowledge articles for internal and external use
• Maintain and review Tier 1 and Tier 2 knowledge articles
• Create and deliver product training for new and existing team members
• Mentor Tier 1 and Tier 2 team members
• Create training videos with the Training team for external client-portal use
• Work with QA to determine the impact of changes on existing clients
• Serve as a subject matter expert on core Kinective products
• Provide technical expertise in implementation, administration, maintenance, analysis, and testing within client network environments
• Administer and troubleshoot enterprise solutions and database structures
• Work with hardware including cash dispensers, cash recyclers, and coin dispensers
• Understand how banks and credit unions use solutions to optimize hardware and improve efficiency
• Track incoming calls, emails, and chats in Salesforce ticketing management system

Requirements

• High school degree or above or 4+ years’ experience in IT, customer service, or banking industry experience
• Expertise in a bank or credit union branch
• Vast understanding of financial institutions, particularly banks and credit unions, including branch operations, lending, and document signing and retention requirements
• Advanced proficiency in MS Office Suite (Word, PowerPoint, and Excel)
• Advanced SQL database skills
• Ability to comprehend server logs
• Strong references from peers, supervisors, and customers
• Knowledge of Salesforce and case management tools
• Understanding of C++, Java code, networking, XML, and XPath expressions is nice to have
• Ability to read and write VB.Net is nice to have
• Ability to participate in an after-hours support rotation schedule
• Experience administering and troubleshooting enterprise-based solutions and database structures
• Experience with SQL Server Management Studio and VB scripting within Access databases
• Basic understanding of networking

Core Competencies

Demonstrates expertise in customer service and technical support for banking solutions, with a strong focus on troubleshooting, training, and collaboration with product and development teams. Proficient in SQL database management and knowledgeable about financial institution operations.

Highest-signal resume keywords

• Customer Service Excellence
• Advanced SQL Database Skills
• Salesforce Ticketing Management
• Technical Support and Troubleshooting
• Banking Industry Knowledge

Hard Skills

• Advanced SQL
• Database Administration
• Technical Troubleshooting
• Knowledge Article Creation
• Product Training Development
• Server Log Comprehension
• VB.Net Proficiency
• C++ Understanding
• Java Understanding
• Networking Basics

Soft Skills

• Mentoring
• Collaboration
• Communication
• Problem-Solving
• Customer Interaction

Industry Keywords

• Banking Industry
• Credit Unions
• Branch Operations
• Lending
• Document Signing
• Retention Requirements

Tools & Technologies

• Salesforce
• MS Office Suite
• SQL Server Management Studio
• Access Databases
• Kinective Products