Application Support Specialist – Parent Helpdesk

Application Support Specialist – Parent Helpdesk

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 Entry-Level Support Representative 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 someone 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 to improve student outcomes, and we are extremely proud of our impact. If you'd like to learn more and are passionate about making a difference in people's customer experiences, then please get in touch—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.

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 the 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
• Communicate and provide coaching to the remote call center
• Help improve department procedures and standards
• Update and add documentation to support's knowledge base

Requirements and Skills

• Customer service aptitude
• Exceptional verbal and written communication skills in English and French
• 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

Nice to Have

• Call centre experience
• Customer service experience
• Basics about e-commerce payments and/or accounting
• Conversation level Spanish

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.