Customer Support Representative

📍 Job Overview

• Job Title: Customer Support Representative
• Company: KEV Group
• Location: El Dorado Hills, California, United States
• Job Type: Hybrid (3 days a week in office)
• Category: Customer Support
• Date Posted: 2025-06-19
• Experience Level: Entry-level (0-2 years)
• Remote Status: On-site (Hybrid)

🚀 Role Summary

KEV Group, an enterprise SaaS company, is seeking a Customer Support Representative to assist customers with technical problems using their SchoolCash platform. The ideal candidate will have excellent communication skills, patience, and the ability to multitask. This role offers an opportunity to work in an industry that benefits children, parents, and schools while doing meaningful and purpose-driven work.

📝 Enhancement Note: This role requires a balance of technical aptitude and strong interpersonal skills to effectively support users and troubleshoot issues.

💻 Primary Responsibilities

• Customer Support: Respond to customer queries via phone and ticket process in a timely and accurate manner, helping customers use specific features and resolve technical issues.
• Issue Resolution: Identify customer needs, analyze product malfunctions, and escalate serious complaints or issues that cannot be resolved independently.
• Database Management: Update internal databases with information about technical issues and useful discussions with customers.
• Follow-up: Follow up with customers to ensure their technical issues are resolved and share feature requests and effective workarounds with team members.

📝 Enhancement Note: This role requires a proactive approach to customer support, with a focus on preventing issues and providing proactive solutions to customers.

🎓 Skills & Qualifications

Education: Bachelor's degree in a relevant field or equivalent experience.

Experience: 1+ years of experience in a software customer support role.

Required Skills:

• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Patience when handling tough cases
• Experience using help desk software and remote support tools
• Familiarity with Microsoft Office - all products
• Basic understanding of accounting (a plus)

Preferred Skills:

• Experience in a K-12 school or education-related environment
• Familiarity with SaaS products and enterprise software

📝 Enhancement Note: While not explicitly stated, having experience with or an understanding of school activity funds and fee management processes would be beneficial for this role.

📊 Web Portfolio & Project Requirements (N/A)

📝 Enhancement Note: This role does not require a web portfolio or project requirements as it is not a web development or server administration position.

💵 Compensation & Benefits

Salary Range: $40,000 - $55,000 per year (Based on California market rates for entry-level customer support roles)

Benefits:

• Competitive salary
• Comprehensive health and dental benefits
• Professional development opportunities
• Continuing Education
• Great colleagues and collaboration

Working Hours: Full-time (40 hours/week) with flexible scheduling to accommodate customer needs

📝 Enhancement Note: The salary range provided is an estimate based on market research for entry-level customer support roles in California. Actual salary may vary based on individual qualifications and company discretion.

🎯 Team & Company Context

🏢 Company Culture

Industry: Enterprise SaaS, Education Technology

Company Size: Medium (26,000+ schools across North America)

Founded: Not specified (Information not provided)

Team Structure:

• Cross-functional teams working together to provide seamless user experiences
• Collaborative environment with a focus on customer success and support

Development Methodology:

• Agile/Scrum methodologies for software development and customer support processes
• Continuous improvement and feedback-driven approach to customer support

Company Website: KEV Group

📝 Enhancement Note: KEV Group's company culture emphasizes collaboration, customer focus, and continuous improvement, creating an environment that supports professional growth and development.

📈 Career & Growth Analysis

Customer Support Career Level: Entry-level to intermediate, with opportunities for growth into team lead or management roles.

Reporting Structure: Reports directly to the Customer Support Manager or a similar role within the organization.

Technical Impact: Directly impacts customer satisfaction, user experience, and the overall success of the SchoolCash platform.

Growth Opportunities:

• Professional development opportunities within the customer support team
• Career progression into team lead, management, or other roles within the organization
• Opportunities to learn and grow within the enterprise SaaS and education technology industries

📝 Enhancement Note: KEV Group's focus on customer success and support provides ample opportunities for career growth and development within the customer support team and the broader organization.

🌐 Work Environment

Office Type: Hybrid (3 days a week in office), with a focus on collaboration and teamwork.

Office Location(s): El Dorado Hills, California, United States

Workspace Context:

• Collaborative workspace designed to facilitate teamwork and communication
• Access to necessary tools and resources to effectively support customers and troubleshoot issues
• Flexible scheduling to accommodate customer needs and support team availability

Work Schedule: Full-time (40 hours/week) with flexible scheduling to accommodate customer needs and support team availability

📝 Enhancement Note: KEV Group's hybrid work environment balances the need for in-person collaboration with the flexibility to support customers and team members remotely.

📄 Application & Technical Interview Process

Interview Process:

1. Phone or video screen to assess communication skills and cultural fit
2. Technical assessment to evaluate problem-solving skills and customer support aptitude
3. In-depth interview with the hiring manager or a member of the customer support team to discuss the role, team dynamics, and career growth opportunities
4. Final interview or offer discussion to address any remaining questions and extend an offer to the selected candidate

Portfolio Review Tips: N/A (This role does not require a web portfolio or project requirements)

Technical Challenge Preparation:

• Brush up on customer support skills and techniques for handling difficult customers
• Familiarize yourself with common customer support tools and software (help desk software, remote support tools, etc.)
• Prepare examples of how you have handled challenging customer support situations in the past

ATS Keywords: Customer Support, Technical Problem Solving, Communication, Multi-tasking, Patience, Help Desk Software, Remote Support Tools, Microsoft Office, Accounting, SaaS, Enterprise Software, Education Technology

📝 Enhancement Note: While not explicitly stated, demonstrating an understanding of customer support best practices, industry trends, and customer support software can help applicants stand out during the interview process.

🛠 Technology Stack & Web Infrastructure (N/A)

📝 Enhancement Note: This role does not require a specific technology stack or web infrastructure knowledge as it is not a web development or server administration position.

👥 Team Culture & Values

Customer Support Values:

• Customer-centric approach, with a focus on providing exceptional customer support and experiences
• Collaboration and teamwork, with a commitment to supporting customers and team members effectively
• Continuous improvement, with a focus on learning from customer feedback and iterating on support processes
• Empathy and patience, with a commitment to understanding and supporting customers through challenging situations

Collaboration Style:

• Cross-functional collaboration with other teams within the organization (sales, marketing, product, etc.)
• Regular team meetings and check-ins to discuss customer feedback, support trends, and process improvements
• A culture of open communication and feedback, with a focus on supporting team members and fostering growth

📝 Enhancement Note: KEV Group's customer support team values emphasize customer-centricity, collaboration, and continuous improvement, creating an environment that supports both customer and team success.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Managing a high volume of customer support tickets and calls, often under tight deadlines
• Troubleshooting complex technical issues and providing effective solutions to customers
• Balancing the need for efficiency with the importance of providing personalized, high-quality customer support

Learning & Development Opportunities:

• On-the-job training and mentoring from experienced customer support team members
• Access to professional development opportunities and resources within the organization
• Opportunities to learn and grow within the enterprise SaaS and education technology industries

📝 Enhancement Note: KEV Group's customer support team offers a range of challenges and growth opportunities, from managing high-volume support tickets to learning and growing within the enterprise SaaS and education technology industries.

💡 Interview Preparation

Technical Questions:

• Describe a time when you had to handle a difficult customer and how you resolved the issue.
• How do you prioritize and manage a high volume of customer support tickets?
• Can you walk us through your process for troubleshooting a complex technical issue with a customer?

Company & Culture Questions:

• Why are you interested in working in customer support at KEV Group?
• How do you stay organized and manage your time when handling multiple customer support tickets or calls?
• How do you approach continuous learning and improvement in your customer support role?

Portfolio Presentation Strategy: N/A (This role does not require a web portfolio or project requirements)

📝 Enhancement Note: Preparing for the interview process involves demonstrating a strong understanding of customer support best practices, industry trends, and customer support software, as well as providing specific examples of how you have handled challenging customer support situations in the past.

📌 Application Steps

To apply for this Customer Support Representative position:

1. Submit your application through the application link provided.
2. Tailor your resume and cover letter to highlight your customer support experience, skills, and achievements.
3. Prepare for the interview process by brushing up on your customer support skills and techniques, and familiarizing yourself with common customer support tools and software.
4. Research KEV Group and the SchoolCash platform to demonstrate your interest and understanding of the role and the company.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.