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.
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
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
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.