K1X, a leading fintech company in the Information Technology and Services industry, is seeking a Senior Product Support to join our team. We specialize in tax technology and are backed by experts with decades of experience in the Financial Industry. At K1X, our aim is to revolutionize the K-1 experience by transitioning from a traditional analog-based process to a cutting-edge, all-digital experience through our innovative software solutions. This is a fully remote position that offers the flexibility to work from anywhere.
K1X is looking for a Technical Customer Success Support Specialist to help manage the support and customer outreach process. You will work directly with customers to help identify, prioritize and manage support needs. We’re looking for a motivated team member who is a professional and genuine communicator, has technical aptitude, and has the flexibility to help with a variety of projects in a dynamic start-up environment.
Responsibilities
- Serve as a Tier 2 support function that directly engages with customers and collaborates with the product team to ensure the highest levels of success through escalation management
- Handle and resolve escalated and advanced customer issues that require advanced product knowledge or technical expertise
- Past experience working with tax issues and/or products is a plus
- Establish trusting relationships with new and existing customers ensuring elevated levels of customer satisfaction
- Develop an extensive working knowledge of the K1X solutions to support sales and customer success efforts
- Collaborate with client success managers on executing strategies and best practices
- Research, analyze and prioritize product issues, and present resolution
- Manage your workload and interactions in a CRM/ITSM to ensure data integrity and sales process flow
- Effectively and efficiently collaborate with the product team to investigate reported bugs and issues
- Advocate for the customer and product needs
Requirements
- Previous experience in a customer support or technical support role
- Strong knowledge of tax technology and the K-1 process preferred
- Excellent written and verbal communication skills
- Ability to troubleshoot and resolve technical issues efficiently
- Proficient in using CRM and support ticketing systems
- Detail-oriented with strong organizational skills
- Ability to thrive in a remote work environment and manage workload effectively
- Bachelor’s degree in a relevant field is preferred, but not required
Benefits
- Unlimited Vacation Policy + Sick Time + Holidays
- Paid Parental Leave
- Fully Remote Opportunity
- Healthcare Benefits and 401K
- Growing Startup Culture