Offer summary

Qualifications:

Previous experience in a customer support role., Strong customer service and communication skills., Ability to explain technical issues clearly and simply., Experience with SchoolCash product or similar SaaS solutions..

Key responsibilities:

Assist customers via phone, email, or chat to resolve issues.

Escalate unresolved problems to internal teams.

Track and manage support tickets to ensure timely resolution.

Update documentation and improve support procedures.

Job description

About KEV:

KEV Group is an enterprise SaaS company that provides an all-in-one activity fund management solution for K-12 schools. By seamlessly integrating and automating all fee management processes, our SchoolCash platform provides real-time visibility and control over how districts and schools create, collect, manage, track, and reconcile these funds. Parents benefit from an easy-to-use solution that offers convenience and supports all payment types. More than 26,000 schools across North America rely on our solutions to manage over $4 billion in activity funds annually.

The company is headquartered in Toronto with offices in Cambridge, ON and across the U.S., KEV is a portfolio company of Five Arrows. With over €10 billion of assets under management (AUM), the corporate private equity business of Five Arrows invests in companies with highly defensible market positions, strong management teams, and growth-based business models.

Why Join KEV?

Work in an industry that benefits children, parents and schools
Do meaningful and purpose-driven work, and make a real impact
Join a quickly growing organization with real opportunity for learning and growth
Passionate and accessible leadership team that cares about people, personally and professionally

Job Description:

We are looking for an Application Support Specialist to provide assistance to our customers. You will diagnose and troubleshoot software problems and help our customers have the best possible experience with our solutions. Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions.

 Our products save schools time and money that can be used instead of student outcomes, and we are incredibly proud of our impact. If you’d like to learn more and are passionate about making a difference for people in their customer experiences, then please get in touch as we would love to chat with you. This role is an exceptional opportunity for accelerated learning and career development for those with the desire and drive to grow.

Please note that this role will support our customers in the PST time zone and requires working from 9 AM to 5 PM PST.

Responsibilities:

Talk clients through a series of actions, either via phone, email or chat, to resolution
Properly escalate unresolved issues to appropriate internal teams
Conduct ticket prioritization, escalation, and routing
Follow provided tools and resources to identify solutions
Ask customers targeted questions to quickly understand the root of the problem
Track system issues through to resolution, within agreed timelines
Provide prompt and accurate feedback to customers
Refer to internal database or external resources to provide accurate solutions
Ensure all issues are properly logged
Prioritize and manage several open issues at one time
Follow & improve department procedures and standards
Update and add documentation to support’s knowledge base

Requirements and Skills:

Previous experience in a customer support role
Strong customer service aptitude
Exceptional verbal and written communication skills
Ability to reach your audience in simple, clear terms 
Good interpersonal and customer care skills
Ability to provide step-by-step help, both written and verbal
Bookkeeping or accounting experience
Experience with SchoolCash product is mandatory

We Offer: 

Competitive salary
Comprehensive health and dental benefits
Professional development opportunities
Continuing Education
Great colleagues and collaboration

This job description indicates the general nature and level of work expected. It is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required by an individual joining the KEV team in this or any other capacity.

KEV Group is pleased to accommodate individual needs in accordance with the Accessibility of Ontarians with Disabilities Act, 2005 (AODA), within our recruitment process. If you require accommodation at any time throughout the recruitment process, please speak with Human Resources or the hiring manager.

KEV Group is an equal opportunity employer who agrees not to discriminate against any employee or job applicant because of race, color, religion, national origin, sex, physical or mental disability, or age.

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