Integrations Support Specialist

Job Description

The Company
Kantata takes professional services automation to a new level, giving people-powered businesses the clarity, control, and confidence they need to elevate organizational performance throughout the project lifecycle. The Kantata Cloud for Professional ServicesTM is helping over 2,000 firms in more than 100 countries focus on and optimize their most important asset: their people.
Kantata is well-capitalized, hiring, and growing our loyal and diversified customer base faster than we ever have. Most importantly, we have a clear vision of where we’re going and how to get there. (Hint: It involves you.) Did we mention that Kantata is also an awesome place to work? You’ll have the opportunity to work in a dynamic environment with a team that loves what they do. A talented team, great perks, and an amazing culture = an employee-rated Best Place to Work!

About the Opportunity

As an Integrations Support Specialist on the Kantata OX Platform, you’ll work to solve complex technical problems that provide our clients with the means to run their business more efficiently and with better visibility. The role provides an opportunity to gain valuable business and analytical experience while drawing on the knowledge of the Support and Technical Services teams. This role acts as a Tier 2 to the front line support team and is customer facing.

Primary Responsibilities

You’ll work alongside experienced professionals sharing the mission of enhancing business performance through 3rd party applications (such as Salesforce, JIRA, NetSuite, Intacct) to Kantata OX. You will work with a number of clients on a support basis with the mission of providing expert technical support. The keys to accomplishing success include:

• Identify, assess, troubleshoot and document complex configurations and help diagnose issues with the standard and custom integrations provided by Kantata OX.
• Escalation handling, case prioritization, client communication, and customer advocacy
• Ownership of support cases and coordination with other departments including, but not limited to, R&D, Client Success, Advisory and Professional Services.
• Education and coaching of peer team members, customer communication, and soft-skill development as well as contributing to the internal knowledge base, which is an integral part to our Knowledge Centered Service.
• Our paid support model offers a higher level of service in which this role would be a part of.

What You Bring to this Role

You thrive on accomplishing a mission - you’re self motivated and collaborative! Ingesting information is a passion and you apply it to solving problems, analyzing procedures, and to investigate business issues. You have a knack for gearing your message to the audience, whether business or technical, and keep the needs of the client in the forefront. Change doesn’t scare you - in fact, you address areas of uncertainty while identifying and mitigating technical and business risk. A fast-paced, startup environment motivates you and you can thrive even with some ambiguity. Our next great addition would bring:

• 3+ years industry experience in a customer-facing technical field such as professional services, engineering, consulting or technical support
• Knowledge of enterprise/systems/integration architectures and data architecture standards, frameworks, and practices along with common integrations technologies, such as SOAP, JSON, REST, APIs, XML, business process automation, and data integration tools
• Experience in technical deployment and project implementation for on-premise/cloud-based commercial software applications, such as ERP, CRM, CMS and other systems
• A natural client services mentality; the consistent ability to keep the needs of the client at the forefront of your actions
• Ability to be successful in self-management and discipline towards attendance, communication quality, and team participation
• Voice and video meetings with customers and colleagues

• Used Netsuite, Intacct, Quickbooks, Salesforce, Jira, MS Dynamics, iPaaS platforms like Dell Boomi, Mulesoft, Snaplogic, Workato, or Informatica!
• The ability to read and understand code and had exposure to software development lifecycle

Additional Information

• This role is a remote role in Costa Rica, working from home.
  The ideal candidate will have proficiency in the English language - both written and spoken.

Our Philosophy

We know every company can be successful with the right technology and when people are at the core. We believe that we’re better together - that working hand-in-hand brings the best thoughts to the table and creates an environment of learning and growth. Here, you’ll enjoy:

• An intentionally engaging and collaborative culture - ditch the silo!
• Strong work-life balance that’s a true focus of the company
• The chance to learn from some of the best people in the business
• A vibrant, collaborative and devoted team, who still makes time for fun

At Kantata, we strive to create an inclusive workplace that upholds the dignity of all people. We value, respect and celebrate everyone’s unique strengths from all different walks of life. As we continue to cultivate diversity within the company, our product (and people!) innovation continues to flourish.

Kantata is an Equal Opportunity Employer.