Implementation and Support Specialist

K

Kivo

Implementation and Support Specialist

Portland, OR
Full Time
Paid
  • Responsibilities

    Implementation and Support Specialist

    Location: Portland, OR Hybrid Role

    Reports To: Director, Implementation and Support

    Position Description

    Kivo is changing how drug development companies get work done. As a Support & Implementation Specialist, you will play a key role in ensuring customer success. This role is ideal for someone with 2-5 years of experience in software support, onboarding, or implementation, who is excited about working directly with customers to help them maximize the value of our platform.

    In this position, you will split your time between customer support (troubleshooting issues, answering inquiries, and ensuring a seamless user experience) and implementation support (helping onboard new customers, configuring the platform, and training users). This is an excellent opportunity for a motivated, customer-focused individual to develop their skills in both technical support and software implementation while working in the fast-paced and highly regulated life sciences industry.

    You'll work in our Portland Inner-Eastside office 2-3 days a week and work remotely the rest.

    Key Responsibilities

    Customer Support

    • Provide frontline support to customers via email, chat, and ticketing systems, ensuring timely and effective resolution of issues.
    • Troubleshoot and diagnose technical problems, escalating complex issues to the appropriate teams when necessary.
    • Maintain a strong understanding of Kivo's platform to assist users with navigation, configuration, and best practices.
    • Document common issues and solutions to improve internal knowledge bases and self-service resources.
    • Track and analyze customer feedback to identify trends and opportunities for product improvements.

    Implementation Support

    • Assist in onboarding new customers by configuring the platform, setting up workflows, and ensuring successful adoption.
    • Conduction of data migrations and perform QC of documents and data.
    • Collaborate with the Implementation and Customer Success teams to ensure smooth transitions from sales to onboarding.
    • Support data migration and system integrations as part of the implementation process.
    • Gather customer requirements and feedback to contribute to ongoing platform enhancements.

    Qualifications

    Experience

    2-5 years of experience in customer support, software implementation, or a related role in a SaaS environment.

    Skills and Competencies

    • Strong problem-solving skills with the ability to troubleshoot technical and process-related issues.
    • Excellent communication skills (both written and verbal) and a customer-focused mindset.
    • Experience working with ticketing/support systems (e.g., Zendesk, Jira, Salesforce) and CRM platforms.
    • Basic knowledge of SaaS platforms, cloud-based applications, and system integrations.
    • Familiarity with life sciences industry standards (e.g., GxP, 21 CFR Part 11) is a plus, but not required.
    • Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
    • Comfortable working cross-functionally with Customer Success, Product, and Engineering teams.