Support Associate Jobs in Massachusetts

The System Support Associate is a client-facing position whose primary responsibility is to support clients using Kelmar’s KAPS unclaimed property management system. The System Support Associate will be well versed on using the KAPS system and unclaimed property management with the expectation of becoming an expert in all facets of KAPS as well as possess the ability to assess current processes and recommend improvements and efficiencies. The System Support Associate may also be assigned individual and group projects as needed. This is a remote position.

RESPONSIBILITIES AND DUTIES:

• Gather and document requirements from current or requested client-specific processes and customizations. This may include refining and reviewing the client requested criteria with the Product Owner and Management team
• Compose tickets for development using prescribed guidelines and in accordance with priorities and established timelines
• Perform acceptance and regression testing on completed development work
• First line of defense in all client support requests; use critical thinking skills and available tools and resources to diagnose problems and identify solutions; prioritize development requests based on needs and other factors
• Communicate regular updates on all open tickets for assigned clients and projects
• Train end users in the KAPS system, including assisting with periodic webinars
• Analyze and recommend process workflows to client
• Work with the Training and Documentation Specialist to author and maintain system and process documentation, knowledge base, and training materials
• Conduct/attend regular virtual meetings/calls with clients; occasional on-site meetings may be required
• Provide status reports on open requests to clients as required
• Participate in regular rotation of early/late/holiday/weekend support team coverage

QUALIFICATIONS:

• Minimum of 2 years’ relevant work experience; previous experience in managing clients in a system support role are preferred; preference may be given to candidates with a prior working knowledge of unclaimed property
• Excellent technical writing and verbal communication skills
• Solid planning, time management, communication, decision making, presentation and organization skills
• Advanced experience in Microsoft Office software (Excel, Word, Visio, etc.)
• Comfortable using online meeting platforms (Microsoft Teams, etc.)
• Comfortable in and adaptable to a fast-paced environment
• Self-directed learner and independent problem solver
• Must be a team player
• Travel up to 15% may be required
• Candidates must be legally authorized to work in the U.S without sponsorship now and in the future

All positions on the Kelmar KAPS Team may have occasional non-standard schedule requirements (nights and weekends) for which sufficient notice will be provided. This may include travel time, coverage for Go Live weekends, and for on-call coverage, etc.

SALARY & BENEFITS:
Compensation for this role varies depending on several factors including level of experience and skill set. As required by applicable law, the hiring range for this position is $55,000 – $62,000.

In addition, Kelmar provides the following benefits:

• Medical, Dental and Vision Insurance
• Flexible Spending Plans
• Health Savings Account
• Health Reimbursement Arrangement
• Basic Life, AD&D, and Voluntary Term Life Insurance
• Disability Insurance
• 401(k) Plan with Company Match
• Paid Parental Leave
• Paid Time Off
• Tuition Assistance
• Eligible for Discretionary Annual Bonus

The rewards for this position are many. We offer a great working environment that provides for work/life balance and an excellent compensation and benefits package. Kelmar provides training and the opportunity for career advancement. Apply now to join our growing team!

Kelmar Associates is an equal opportunity employer.

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