Job Description

Position: Product Support Specialist - Late Shift Support (2pm - 10pm EST)

Department: Support

Location: Alpharetta, Georgia or Remote

Reports To: Support Manager

Supervisory Responsibilities (if any):

N/A

Job Scope and Accountabilities:

At Kahua, Product Support Specialists provide technical support to Kahua’s customers and partners with their use of our Application Platform as a Service solution and our suite of applications for construction project management. Product Support Specialists are assigned a shift each workday where they use their expertise to analyze reported issues, determine root causes, and recommend solutions.

Key Responsibilities:

• Consistently demonstrate Kahua’s core values
• Utilize product knowledge, issue investigation skills, and prior experiences to troubleshoot and resolve reported issues
• Prioritize support issues and manage backlog of open tickets
• Consistently demonstrate patience and professionalism in all customer and team interactions
• Attention to detail
• Effectively communicate with customers and other Kahua employees
• Offer best practice solutions to user questions about the Kahua platform
• Replicate issues and determine proper escalation path to achieve resolution in a timely manner
• Assist new users with the onboarding experience
• Document problems, diagnostics, interactions, next steps, and solutions (knowledgebase) in a CRM tool
• Collaborate with peers, engineers, and third-party vendors to resolve customer issues, maintaining complete ownership of issues from beginning to resolution
• Follow up with customers to ensure accurate and timely resolution for their issues
• Provide an extraordinary customer service experience
• Identify opportunities for continuously improving our customers experiences with Kahua
• Strong written and verbal communications skills, with proven experience interacting with a range of personalities and styles, to establish effective relationships at all levels of the organization
• Able to quickly learn systems, processes, and procedures, grasp technical concepts, and adapt easily to change
• Must have a passion for learning and demonstrable intellectual curiosity
• Able to manage competing demands, multiple priorities, while remaining adaptable and flexible
• Willingness to work a defined shift based on customer volume

Experience Required:

• 4+ years of performing construction software support experience, OR other relevant experience in support or similar industries may be considered in lieu of experience listed

Education/Professional Qualifications:

• Bachelor’s degree in business, engineering, IT, or construction preferred. Other relevant experience will be considered in lieu of one of the bachelor’s degrees listed

Interpersonal Skills:

• Ability to quickly learn software applications
• Strong attention to detail and organizational skills, confidence, curiosity, a desire to solve the puzzle
• Takes immediate action on assignments and uses own initiative to perform other tasks that help team achieve its goals
• Analytical thinking skills to help define test scenarios
• Ability to interact and communicate with team members, management, business sponsors, and non-technical clients
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the peers
• Ability to direct, assign, review, and provide critical feedback on the work of others in a constructive, solution-oriented manner
• Exhibits alignment with Kahua’s Core Values of Teamwork, Customer Focus, Continuous Improvement, Performance and Work-Life Balance

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

At Kahua, we value a diverse, inclusive workforce and we provide equal employment opportunities for all applicants and employees. All qualified applicants for employment will be considered without regard to an individual’s race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws. If you are unable to submit your application because of incompatible assistive technology or a disability, please contact us at [email protected].

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