Kansys

Compensation

Full Description

Key responsibilities Technical Support: 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. Issue Diagnosis & 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. Billing & EOP Processing: Assist with billing activities and end‑of‑period (EOP) processes, including validating data, ensuring accuracy of usage or service metrics, and coordinating with internal teams to resolve billing discrepancies. Documentation: 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. Collaboration & Escalation: Work closely with senior technical staff and specialized teams on complex or escalated issues, ensuring precise information transfer and thorough follow-up until resolution. Monitoring & Reporting: Monitor system performance and identify recurring issues or patterns, proactively reporting observations that could prevent potential disruptions. Customer Service: Deliver exceptional customer service by ensuring responsiveness, transparency, and professionalism throughout all support interactions. Continuous Improvement: Develop skills and technical knowledge while contributing to a dynamic, remote‑first work environment focused on growth and innovation. Skills & Qualifications Technical Skills: 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 by aligning products, services, and operations around the customer. 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. Education: Bachelor's degree in information technology, Computer Science, or a related field; or equivalent experience. Experience: 3+ years of experience in a technical support or helpdesk role. Location This is a full-time, remote position and may include on-call rotations. Why join us 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. Lumine Group architects the future of connectivity in the communications and media industry by providing businesses with a global ecosystem of like-minded professionals, customers, and partners. Lumine takes root from the word “illuminate,” which reflects our mission to illuminate the potential of communications and media software businesses. We are buy-and-hold forever acquirers, meaning we never sell an acquired business. We believe in the businesses we acquire and the people behind them, and develop long-term, sustainable growth strategies. At Lumine, we believe the future is bright. Lumine Group is an equal opportunity employer, we recruit, hire, train, promote and provide all other privileges of employment to qualified people without regard to age, race, color, creed, national origin, gender, gender identity, gender expression, disability, marital status, veteran status, citizenship status, ethnicity, familial status, religion, sexual orientation or any other classification for which discrimination is prohibited.