Tech Support Specialist - Kajabi

About Us

Founded in 2010 in Irvine, California, Kajabi is the leading creator commerce platform, helping creators turn their knowledge, experience, and expertise into sustainable online businesses. With Kajabi's integrated platform, creators have a single ecosystem to build and market their digital products, including online courses, communities, live coaching, and more. Tens of thousands of creators and entrepreneurs rely on Kajabi as the backbone of their business and have collectively earned over $9 billion from more than 85 million customers. Learn more at kajabi.com. 

Tech Support Specialist

The Tech Support Specialist is an essential member of the Support team that provides assistance to customers ranging from transactional questions to complex technical issues by providing solutions and guidance in navigating the platform. The role reports to a Team Lead.

The impact you will make

• Create a warm, friendly, and effortless experience when engaging with the customer.
• You’ll provide a top-notch customer experience through asynchronous messaging, live chat, phone support, email, video calls, recordings, and help desk software.
• Enhance the customer experience by creating guides and walkthroughs.
• Documenting solutions and keeping up-to-date with platform updates.
• Provide aesthetic and functional solutions to customers when creating and developing websites on the Kajabi platform including images, text, audio, video, embedded media, galleries call-to-action buttons, opt-in forms, carousels, countdown timers, blog posts, SEO, and social sharing, site navigation, branding, page scripts, color palettes, theme updates, and many more.
• Provide insight on billing and plan inquiries by answering questions.
• Assist customers with account settings and configurations including adding more Users or varying roles, password resets and verification, notifications & privacy settings, and account analytics tracking.
• Provide insight and solutions by answering questions about the Kajabi Partner program, commission system, payouts, and guide customers on how to utilize Partner links. 
• Provide insight and solutions by answering questions about our Hero program, verifying the customer’s milestone achievement, providing reward links, delivery status, address updates, and connecting internally with the Hero program POC for any other inquiries related to the program.
• Assist customers with creating and configuring email broadcasts, sequences, and newsletters including setting up custom email domains. Provide insights on email deliverability inquiries.
• Assist customers with configuring Kajabi Podcasts, uploading episode transcripts, and answering questions about SEO, file-type compatibility, RSS feeds, and storage and file size limitations.
• Provide insight and solutions to customers on the Kajabi Coaching feature including creating single or multiple sessions, configuring with a third-party scheduler, customizing and managing the feature.
• Provide insight and solutions to the Kajabi Community features including creation, management, and moderation of the feature.
• Assist customers with creating and configuring online lessons and courses through the Kajabi platform including uploading video, audio, image, subtitle, and multi-media files, compressing media, leveraging templates, categorizing and structuring the lessons, and configuring content for future automated availability. Provide insight on file type compatibility and file size limitations.
• Provide insight and solutions to customers when creating and configuring pricing options for the various Kajabi products including setting up one-time, multiple payments, and subscriptions, receipts, configuring and distributing coupons, and generating and sharing affiliate links. Provide information regarding payment integration options and guidance for detaching payment integrations.
• Provide insight and guidance to Kajabi Heroes and their customers with the Kajabi mobile app including troubleshooting, updating, logging, and navigating the mobile application.
• Provide customer insight and solutions when creating and configuring marketing Funnels and Events, including basic to advanced Automations and opt-in forms.
• Provide insight and solutions to customers with Kajabi’s CRM tool including segmenting and managing the tagging system, uploading and exporting contact lists, managing organic or migrating marketing email subscriptions, and creating and embedding Assessments.
• Provide insight on the platform’s Analytics including revenue, subscription metrics, opt-ins, page views, product progress, sales, and affiliate data.
• You’ll work with the Senior Specialists (Tier 2) in providing investigative research for Support tickets.
• You’ll aid our Help Center team by providing technical context for the purposes of documentation resources and ensuring accuracy and clarity of information as needed.
• You’ll aid our CX Operations team by providing feedback and suggestions for process improvements.
• You’ll be a part of the next iteration of our journey to create a world-class support experience and so much more!

Attributes for Success

• 3+ years of SaaS troubleshooting experience in a fast-paced Technical Support capacity.
• Ability to rapidly learn and achieve mastery of web-based software.
• The desire to provide support and willingness to assist customers.
• Excellent interpersonal skills, including patiently communicating complex issues in time-sensitive environments.
• Strong analytical and investigative ability with a desire to go beyond a surface-level understanding of issues brought to your attention.
• Intermediate knowledge of Front End Web Development tools and technologies (HTML/CSS/Javascript/Liquid/SEO/RSS) and the desire to continue advancing this knowledge.
• Previous experience with CRM software and managing contact lists.
• An intermediate understanding of DNS, CNAME, and SSL.
• A basic understanding of email deliverability and factors that impact it.
• Possesses strong analytical and troubleshooting skills.
• Must be able to quickly learn and understand new ideas and concepts.
• Work well in a team environment.
• You are organized and detail-oriented.

Bonus if you have 

• A Bachelor’s Degree in MIS, Computer Science, or related field or equivalent experience.
• You have a history of high performance and are known among your peers as the go-to person for help.
• You can clearly and thoughtfully explain new technical concepts to a wide variety of personas
• You have a thirst for knowledge and a desire to teach others - we care more about your ability to learn than pre-existing knowledge.
• You are motivated to be a self-starter and individual performer effectively contributing to overall team productivity and collaboration.
• You raise opportunities for process improvements and show a willingness to be part of the solution.
• Previous experience with customer support platforms like Zendesk or other support portal tools.

Kajabi Team Benefits Package

• Company-paid premiums for medical, dental, and vision insurance for self and family
• Company-sponsored HSA account
• Company 401K, 100% match up to 6% of employee contributions 
• Flexible vacation policy
• Telecommuting 
• Educational Allowances
• Fitness incentives package
• Company-funded mental health resources
• Wellness perks
• Casual Dress

Educational Allowances

Educational opportunities will be offered for the Tech Support Specialist at the discretion of the CEO/President and could include participating in a mentorship program, training to further specific career goals, books, or digital content to supplement education and attendance at conferences areas of interest and impact for Kajabi’s overall goals and your desired career goals. 

One-On-One Process

The Tech Support Specialist will meet weekly with the Team Lead to catch up and discuss their role. The goal of these meetings is to identify areas where the company and individuals can improve, what areas they’re needing more guidance on, and where the Kajabi leadership team can lend time or resources to help meet goals. It’s also a time to discuss specific expectations and discuss any areas of concern you may have about your job or your team.

How To Apply

Sound like a good fit for you? Click apply, below!

Kajabi LLC  is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, disability, age, veteran status, or any other basis protected by applicable law.

Last updated: 18 hours ago