Product Support Specialist

Job description

About Kisi:

Kisi is a security platform with offices in Brooklyn and Stockholm and a global remote team spanning from America, Europe, Africa and Asia. We create hardware and software that helps businesses connect and control their spaces through the cloud.

About the Role:

We are looking to strengthen our support team with a Product Support Specialist working remotely in US timezone (EST or CST) who pays attention to detail, is process focused and knows how to convert something previously unknown into a common practice. Your main tasks will be to handle support cases, convert new support insights into standardized knowledge and provide insights into how to improve the products in a structured format.


Responsibilities:

Support Kisi partners, administrators, and end-users as they install and operate our products

  • Be an expert in the product to evangelize correct use of features and troubleshoot advanced software functions as well as test software integrations

  • Understand hardware mechanisms, wiring, and installation to remotely support Kisi installers, administrators, and users who may be on-site

  • Escalate issues to secondary teams when appropriate, and take steps to ensure such issues can be addressed expeditiously in the future.

  • Contribute to continuous improvement activities such as knowledge content production, quality assurance, and product feedback sessions

  • Pursue knowledge of physical access control and site security best practices

  • Complete all responsibilities securely while having privileged access to various systems

Requirements


Requirements:


  • Demonstrable technical expertise, and ability to master new concepts quickly

  • Proven experience in technical support and client facing contact

  • Intellectual curiosity and strong analytical skills

  • High level of quality standard and attention to detail

  • Great interpersonal and communication skills

  • Willingness to learn by doing, and not afraid to ask questions

Why Kisi?

  • Real impact: your contributions matter, and your impact will reach customers within a few weeks of onboarding. We have quick turnaround times and enjoy working under reasonable pressure.

  • You’re in for the full picture, from understanding and enhancing project requirements to building and verifying that your solutions work.

  • Work hard, play hard. Competitive salary, benefits & wellness programs, yearly company bootcamps, but also a lot of heavy lifting and crunching. We want to go above and beyond.

  • Anything but ordinary. We’re a fun (& kinda geeky), international crew with offices in Brooklyn and Stockholm as well as teammates all around the world.