Remote Support Services Coordinator

Position Overview

Kenect is seeking a dependable, organized, and customer-focused Remote Support Services Coordinator to assist customers and internal teams with day-to-day support needs. This role is ideal for someone who communicates professionally, enjoys solving problems, and can manage multiple requests while maintaining a high standard of customer service.

Kenect provides an AI-powered communication and reputation platform used by thousands of dealerships and service businesses across North America. Its platform supports customer messaging, reviews, payments, lead generation, and other business communication workflows.

The Remote Support Services Coordinator will help coordinate customer inquiries, document requests, provide basic assistance, and ensure issues are routed to the appropriate team when additional technical or account-level support is required.

Key Responsibilities

• Respond to customer inquiries professionally through email, phone, chat, and other approved communication channels.
• Coordinate incoming support requests and ensure they are handled within established response timelines.
• Assist customers with general account, product, and service-related questions.
• Identify customer concerns and determine the appropriate next steps or escalation path.
• Maintain accurate records of customer interactions, requests, and resolutions.
• Follow up on outstanding support requests to help ensure timely resolution.
• Assist customers with basic troubleshooting and navigation of online tools.
• Coordinate with Customer Success, Support, Sales, and other internal teams when necessary.
• Provide clear instructions and guidance to customers.
• Help maintain internal documentation, support resources, and frequently asked questions.
• Protect confidential customer and company information.
• Identify recurring customer concerns and communicate trends to appropriate team members.
• Complete administrative and coordination tasks associated with customer support operations.

These responsibilities are aligned with the type of customer support Kenect describes publicly, including answering customer questions, providing guidance, troubleshooting issues, coordinating escalations, and documenting support activity.

Qualifications

• 1+ year of experience in customer service, customer support, administrative support, coordination, or a related field preferred.
• Strong written and verbal communication skills.
• Excellent organizational and time-management abilities.
• Comfortable working independently in a remote environment.
• Strong attention to detail and accuracy.
• Ability to manage multiple requests and priorities simultaneously.
• Comfortable navigating web-based applications and software.
• Ability to learn new systems and processes quickly.
• Professional and customer-focused communication style.
• Strong problem-solving and follow-through skills.
• Reliable internet connection and a suitable workspace for remote work.

Preferred Skills

• Experience supporting customers through multiple communication channels.
• Familiarity with CRM, ticketing, messaging, or customer management platforms.
• Basic technical troubleshooting experience.
• Experience documenting customer interactions and resolutions.
• Ability to explain processes and technical information in an easy-to-understand manner.
• Ability to remain calm and professional when handling challenging customer situations.

What You'll Bring to Kenect

The ideal candidate is proactive, dependable, and comfortable taking ownership of customer requests from beginning to end. Kenect emphasizes ownership, adaptability, teamwork, and strong customer focus as part of its company values.

Benefits & Perks

Eligible Kenect employees may have access to benefits and workplace programs that can include:

• Health, dental, and vision insurance
• Life and disability insurance
• Paid time off
• Paid parental leave
• Professional development and career-growth opportunities
• Employee-focused workplace programs and perks

Benefits and work arrangements can vary by position and employment status, so candidates should confirm applicable benefits during the hiring process. Kenect's careers information specifically highlights health, dental and vision coverage, paid parental leave, career advancement, and remote, hybrid, or in-person arrangements depending on the role.

Equal Opportunity

Kenect is committed to maintaining an inclusive workplace and making employment decisions based on business needs, job requirements, and individual qualifications.