Technical Support Specialist

Kahuna - Redwood City, CA (30+ days ago)3.5


Kahuna is the trusted leader for successful marketers and product managers to delight their customers in the mobile era. We’re looking for a Technical Support Specialist who loves working with customers and technology. The Technical Support Specialist is part of the wider Customer Success team. This team member works with Kahuna customers to support their technology and marketing needs. As a Technical Support Specialist, you represent the voice of the customers, ensure successful onboarding and long-term satisfaction with the Kahuna platform. This includes proactively and reactively responding to customers’ needs, troubleshooting issues, and championing our customers to internal teams. This is a technical role driven by business objectives and measured by the impact on both our customers and Kahuna.

Responsibilities

  • Answer all questions over phone, email, and chat related to Kahuna and escalate when necessary
  • Educate and empower our customers to become better Kahuna users
  • Own the customer experience and work to exceed their expectations. We want to treat our customers as if you would treat a guest in your own home.
  • Proactively look for solutions to problems and propose improvements if something could work better
  • Be the customer’s ambassador for all internal departments to help customers be successful in their roles
  • Drive product requests and improvement to make Kahuna the leading marketing platform

Ideal Candidates Possess

Soft Skills:

  • You love talking to people on the phone, email, or chat to build relationships with your customers
  • You are able to empathize with customers in a genuine way that lets them know you care about their issues
  • You’re a team player that can follow and lead as situations dictate
  • You’re able to make decisions and solve problems
  • You have an ability to explain complex issues in beautifully simple terms
  • You’re able to plan, organize, and prioritize work - this role wears many hats!

Technical or Tech Marketing Skills and Experience required:

  • At least 2-3 years experience in Customer Service
  • Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation
  • Knowledge of common help desk/ticketing solutions, JIRA, Zendesk
  • Knowledge of HTML, CSS, JavaScript, Java, Objective C, or Python is a plus
  • Familiarity with email routing or email service providers is a benefit.

About Kahuna

Kahuna is a pioneer in communication automation, dedicated to empowering businesses to grow and thrive in the digital marketing era. We enable a new level of authentic engagement between brands and their customers wherever they are -- the web, email, mobile, social channels -- through personalized communication at scale. Powered by big data and machine learning, we help create delightful experiences for every customer with the perfect message, delivered on the right channel, at just the right time.

Kahuna was founded in 2012 and is headquartered in Silicon Valley. Kahuna is funded by Sequoia Capital, SoftTech VC, Tenaya Capital, and others.

Job Type: Full-time

Salary: $80,000.00 /year

Experience:

  • Customer Service: 2 years (Required)
  • Technical Support: 2 years (Required)

Work authorization:

  • United States (Required)