Support Engineer

• Deliver timely, accurate, and empathetic responses to Heroes via chat, email, and other support channels.
• Maintain high-quality communication with clear troubleshooting steps and actionable guidance.
• Demonstrate ownership by following cases to resolution and ensuring a positive customer experience.
• Diagnose and resolve issues related to site setup, integrations, automations, payments, video hosting, and other Kajabi platform features.
• Translate complex technical concepts into easy-to-understand explanations.
• Escalate technical issues appropriately while ensuring Heroes feel supported throughout the process.
• Develop deep expertise across the Kajabi platform and stay current as new features are released.
• Collaborate with Product, Engineering, and CX teams to share insights, flag trends, and recommend improvements.
• Advocate for the voice of the Hero by identifying friction points and opportunities to enhance the overall Hero experience.
• Meet or exceed KPIs related to response time, resolution time, CSAT, productivity, and quality.
• Manage a high-volume workload while maintaining consistent quality and attention to detail.

Technical Support Specialist

Technical Support Engineer

Technical Support Representative I

Technical Support Engineer

Technical Support Engineer