Technical Support Specialist
Provide timely, professional, and customer-focused technical support through live chat and email using Zendesk and Intercom.
Assist customers with billing inquiries and provide comprehensive technical support for Kajabi features, including product creation, website and landing page customization, offers, marketing funnels, automations, email deliverability, payment integrations, third-party integrations, CRM systems, and custom domains.
Investigate, troubleshoot, and replicate technical issues to identify root causes and determine appropriate resolutions.
Collaborate with internal teams and technical specialists to resolve complex customer concerns and ensure timely resolution.
Escalate issues to Tier 2 Support, Technical Leads, or Team Leads when necessary, following established escalation procedures.
Perform additional tasks and responsibilities as assigned by the Team Leader or Shift Manager.
Kajabi Payment Specialist
Deliver friendly, efficient, and accurate support for payment-related and platform inquiries through live chat, phone, email, video calls, recorded walkthroughs, and help desk platforms.
Analyze and diagnose complex issues involving the Kajabi platform, payment processes, and related functionality.
Collaborate with Tier 3 Support Specialists and cross-functional teams to investigate and resolve advanced technical and payment-related issues.
Create, update, and maintain internal knowledge resources and customer-facing documentation to improve support efficiency and customer experience.
Provide technical guidance, coaching, and knowledge-sharing to Tier 1 Support Specialists when appropriate.
Maintain a high standard of customer service while ensuring accurate, timely, and effective resolution of customer concerns.
