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Role Description

• Respond to user inquiries through the ticketing system, delivering timely, accurate solutions to software-related issues.
• Maintain consistent communication with customers as cases progress toward resolution.
• Troubleshoot technical problems by reviewing logs, error messages, and user feedback.
• Identify and implement viable workarounds for high-priority issues that impact client operations or customer service.
• Assist with billing activities and end-of-period (EOP) processes, including validating data and ensuring accuracy of usage or service metrics.
• Coordinate with internal teams to resolve billing discrepancies.
• Maintain clear, detailed documentation of support cases, troubleshooting steps, resolutions, and system updates within the ticketing system.
• Prepare Root Cause Analyses (RCAs) for critical issues as required.
• Work closely with senior technical staff and specialized teams on complex or escalated issues.
• Ensure precise information transfer and thorough follow-up until resolution.
• Monitor system performance and identify recurring issues or patterns.
• Proactively report observations that could prevent potential disruptions.
• Deliver exceptional customer service by ensuring responsiveness, transparency, and professionalism throughout all support interactions.
• Develop skills and technical knowledge while contributing to a dynamic, remote-first work environment focused on growth and innovation.

Qualifications

• Bachelor's degree in information technology, Computer Science, or a related field; or equivalent experience.
• 3+ years of experience in a technical support or helpdesk role.

Requirements

• Crafting, optimizing, and troubleshooting SQL queries in Microsoft SQL Server.
• Experience with ticketing systems (e.g., ServiceNow, Zendesk, ClickUp) and remote desktop tools.
• Proficient in shell scripting and XML processing.
• Familiarity with common software applications (e.g., Microsoft Office, VPN, and RDP).
• Ability to read, troubleshoot, analyze and debug (C#) code.
• Experience with GitHub for version control, collaboration, and code management.
• Strong problem-solving and analytical skills.
• Excellent verbal and written communication skills.
• Ability to work under pressure and manage multiple priorities.
• Customer-centric mindset to build strong customer loyalty and drive sustainable growth.
• Recognizes when action needs to be taken and does so without direction; knowledge of other billing platforms a plus.
• Nice to have: Experience with DBA responsibilities, Oracle, Grafana, C#, .NET, Delphi, or React experience.

Benefits

• Be part of a supportive team that values learning and growth, with access to leadership and knowledge about how your work impacts company success.
• Gain exposure to real-world software systems and experience with critical customer interactions.
• Make a meaningful impact by helping customers succeed.

Work Authorization Requirement

Please note that Kansys is unable to provide visa sponsorship. Applicants must be currently authorized to work in the United States on a full-time basis. We are not able to sponsor or take over sponsorship of employment visas or work permits now or in the future.