Help Desk Analyst II

About Kustomer

Kustomer is THE omnichannel SaaS platform reimagining customer service through standout experiences with the most modern technology CRM has to offer. We exist not to resolve tickets but to help customers have phenomenal experiences. Kustomer built its platform with intelligent automation, and a unified support experience that enables companies to deliver effortless, consistent and personalized service to each and every customer.

Our Krew is made up of passionate and collaborative people who really care about what they do and the people they help. We look for people who are passionate about enhancing the customer service experience for everyone involved, as it's the core of what we do. We're in the midst of explosive growth, and have no plans of slowing down. We welcome individuals who want to learn and be challenged every day.

Some fun facts about us, Kustomer is the core platform of some of the incredible customer service brands like Ring, Sweetgreen, Rent the Runway, Glossier, Away, Glovo, and UNTUCKit. We were founded in 2015 and are based out of NYC. The serial entrepreneurs who founded this business, Brad Birnbaum and Jeremy Suriel, led Kustomer to raise over $173.5M in venture funding, with some of the most amazing VCs behind us including: Tiger Global Management, Battery Ventures, Redpoint Ventures, Cisco Investments, Coatue, Canaan Partners, Boldstart Ventures and Social Leverage. 

It gets even more amazing - Kustomer is thrilled to announce we have signed a deal to be acquired by Meta. We are currently operating independently until closing. This is an incredible opportunity to join our fast-growing team and be a part of this once in a lifetime experience. Check out this article for more details on this amazing adventure! 

About the Role

The Kustomer TechOps team is a unique one and we’re growing!  TechOps not only provides Level 1-3 technical support to Kustomer, but also owns the majority of Kustomer’s Tech Stack. We interface with SaaS Vendors, investigate and implement systems integrations, work with team leaders to automate where possible  and provide powerful self service and proactive solutions to our Krew. We also utilize and provide feedback on the Kustomer application and provide technical insights for client issues where appropriate. We are not your typical IT team and are looking for someone who is passionate about a broad set of ownership and someone who values getting their hands into many different parts of our technology business.

Reporting directly to the Manager of the TechOps department, the Help Desk Analyst Level II will be responsible for:

Providing top notch technical support and customer service for the Kustomer Krew by:

• Being the first point of contact for the Kustomer Krew through several channels of support (Email, Form, Chatbot, SMS) through one powerful Customer eXperience Platform; the Kustomer App! We even have a self service knowledge base that intelligently presents itself to our Krew members when they submit a request.
• Initiating repairs and support cases for broken or missing Kustomer Computers and help Krew members get back on their feet as quickly as (the triaging allows) possible

Supporting Kustomer’s SaaS  stack (G-Suite, Slack, Zoom, Okta, 1Password, Jamf Pro, Jamf Protect) and 100 other systems:

• This includes G-Suite, Slack, Zoom, Okta, 1Password, Jamf Pro, Jamf Protect at our core and 100 other systems that are business critical to our teams
• Supporting an all Apple Environment running MacOS Big Sur, MacOS Monterey and both Intel and M1 Chipsets
• Supporting  iOS and Android devices with Google Mobile Device Management (MDM) to set up Core Kustomer Mobile Apps
• Configuring and mailing MacBook hardware for onboarding, off-boarding, swaps and disposals. Zero touch provisioning will be utilized where possible
• Creating, modifying and off-boarding Kustomer SaaS Accounts that have yet to be added to our automated  account lifecycle process
• Maintaining current and accurate inventory of Kustomer hardware deployed from IT Support Engineers Home
• Initiating support cases with SaaS vendors for systems issues

Help our team with continuous improvement by:

• Assisting in and driving TechOps Initiatives to automate, secure, provide self service solutions, and to aim for continuous improvement.
• Working closely with the Kustomer Security Team to audit Kustomer systems and identify what needs to be improved and provide possible solutions to execute on those improvements.
• Documenting technology processes, approvals, self service articles and procedures
• Assisting in the evaluation, procurement and implementation of new technologies
• Assisting in gathering vendor information,  contracts, and contacts to build out a powerful Saas Support catalog

Your qualities:

• 3-5  years of experience as an IT Support Agent
• 2 years of experience supporting G-Suite, MacOS, Okta and Jamf Pro
• Customer experience mindset: excited to dig into any issue, big or small, provide empathy and action to support your internal customers without giving up right away
• Experience supporting a SaaS application stack 
• High level of accuracy and attention to detail
• Networking experience with a basic understanding of routers, VLANs, NAT, and VPN
• Security experience with a basic understanding of Confidentiality, Integrity and Availability
• Strong communication, organization and documentation skills
• Mature and responsible with confidential information that is a natural part of this role
• You're looking to grow your skill set in an extremely fast paced and automated environment

Benefits

Kustomer offers an array of benefits including competitive salaries, stock options, 100% healthcare coverage, commuter benefits, and a flexible vacation policy. 

Diversity & Inclusion at Kustomer

Kustomer is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.

We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.