The Technical Support Specialist provides solutions to customer inquiries, collaborates with teams for advanced issues, and trains junior staff. This role involves delivering friendly and prompt resolutions via various channels, analyzing and diagnosing challenging platform problems, collaborating with T3 support or cross-functional teams, and contributing to internal resources and customer-facing materials.

Must Have

• 2+ years of SaaS troubleshooting experience in a fast-paced Technical Support capacity
• Ability to rapidly learn and achieve mastery of web-based software
• Excellent interpersonal skills, including patiently communicating complex issues in time-sensitive environments
• Strong analytical and investigative ability with a desire to go beyond a surface-level understanding of issues
• Fast typing speed and accuracy
• Proficiency in Mac & Windows operating systems
• An understanding of how to connect and troubleshoot custom domains

Good to Have

• A Bachelor’s Degree in MIS, Computer Science, or related field or equivalent experience
• Previous experience mentoring/training staff
• Advanced knowledge of Front End Web Development tools and technologies (HTML/CSS/Javascript/Liquid/SEO/RSS)
• Previous experience with CRM software and managing contact lists
• An advanced understanding of DNS, CNAME, and SSL
• An advanced understanding of email deliverability and factors that impact it
• Previous experience with customer support platforms like Zendesk or other support portal tools
• Knowledge of API & Integrations

Perks & Benefits

• Company paid premiums for medical, for self and eligible dependents
• Company funded mental health resources
• Generous vacation and sick leave policy with option to monetize annually
• Monthly internet and team appreciation allowances
• Performance and anniversary bonus

About Us

Founded in 2010, and Headquartered in Newport Beach, California, Kajabi is the leading creator commerce platform, helping creators turn their knowledge, experience, and expertise into sustainable online businesses. With Kajabi's integrated platform, creators have a single ecosystem to build and market their digital products, including online courses, communities, live coaching, and more. Tens of thousands of creators and entrepreneurs rely on Kajabi as the backbone of their business and have collectively earned over $10 billion from more than 85 million customers. Learn more at www.kajabi.com.

Senior Technical Support Specialist

The T2 Technical Support Specialist is an essential member of the Support team that provides assistance to customers and teammates alike by providing solutions and will also provide additional technical help to team members in the absence of the Technical Team Lead. The role reports to a Technical Team Lead.

The impact you will make

• Deliver friendly and prompt resolutions to customer inquiries via live chat, phone support, email, video calls, recordings, and help desk software.
• Analyze and diagnose challenging problems with the Kajabi platform.
• Collaborate with T3 support specialists or cross-functional teams for advanced issue resolution.
• Contribute to the development and maintenance of internal resources and customer-facing materials.
• Provide guidance and training to T1 support specialists as appropriate.

Attributes for Success

• 2+ years of SaaS troubleshooting experience in a fast-paced Technical Support capacity.
• Ability to rapidly learn and achieve mastery of web-based software.
• Excellent interpersonal skills, including patiently communicating complex issues in time-sensitive environments.
• Strong analytical and investigative ability with a desire to go beyond a surface-level understanding of issues brought to your attention.
• Fast typing speed and accuracy
• Proficiency in Mac & Windows operating systems
• An understanding of how to connect and troubleshoot custom domains.

Bonus if you have

• A Bachelor’s Degree in MIS, Computer Science, or related field or equivalent experience.
• Previous experience mentoring/training staff
• Advanced knowledge of Front End Web Development tools and technologies (HTML/CSS/Javascript/Liquid/SEO/RSS) and the desire to continue advancing this knowledge.
• Previous experience with CRM software and managing contact lists.
• An advanced understanding of DNS, CNAME, and SSL.
• An advanced understanding of email deliverability and factors that impact it.
• Previous experience with customer support platforms like Zendesk or other support portal tools.
• Knowledge of API & Integrations

One-On-One Process

The T2 Tech Support Specialist will meet weekly with the Technical Team Lead to discuss role performance, identify improvement areas, seek guidance, and address any concerns. These meetings aim to align on expectations and explore ways the leadership team can provide support.

Kajabi Team Benefits Package

• Company paid premiums for medical, for self and eligible dependents
• Company funded mental health resources
• Generous vacation and sick leave policy with option to monetize annually
• Monthly internet and team appreciation allowances
• Performance and anniversary bonus

How To Apply

Sound like a good fit for you? Click apply, below!

Kajabi LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, disability, age, veteran status, or any other basis protected by applicable law.