Customer Support Analyst (Application & Technical Support Desk)

Job Summary:

Job Description:

Customer Support Analyst (Application & Technical Support Desk)

Location: Remote Working PST Hours (United States)
Department: Application & Technical Support
Reports To: Head of North America Operations
Employment Type: Full Time

Join the Journey

At Kinetic were not just building software were pioneering a movement thats transforming the student housing residence life and events landscape in higher education across the globe. With an 85% market share in the UK and ambitious expansion into North America that already started this is your opportunity to jump aboard as we break new ground.

Were looking for an adventurous tech-curious customer-obsessed individual to become the first point of contact for North American clients someone who loves solving problems thrives under pressure and wants to stretch themselves in a high-growth high-impact environment.

Your Mission

As a Kinetic Customer Support Analyst youll be the steady hand guiding customers through technical challenges and queries. Youll be owning cases end-to-end collaborating with internal teams and playing a key role in delivering a support experience that wows.

Your key responsibilities will include:

• 1st Line Support & Case Management
  Be the frontline of support receive triage and own support cases until resolution. Youll perform 1st line application and technical support duties. Youll also coordinate with application specialists and 2nd/3rd line teams when needed while always staying in the drivers seat keeping the customer informed and confident.

Youll have the opportunity to cover a wide application set including student housing (KxWelcome) residence life (KxEngage) and Commercial (Conferencing & Events) products primarily in Higher Education.

• Technical Services
  Get hands-on with customer upgrades across hosted and on-premise environments. Whether youre already a tech-savvy upgrademeister or keen to learn the ropes youll be helping our systems evolve in real time.
• Outage Response
  In the rare case of a hosting outage youll be a calm and capable responder restoring services managing disk space and helping customers get back online fast.
• Support the Wider Business
  We value every voice. Bring your ideas to the table to shape how we deliver support. Youll likely also have opportunities to assist in QA testing and contribute to internal projects that drive innovation.
• Some Daily Responsibilities
  • Resolve support tickets within SLA
  • Keep customer records up-to-date
  • Communicate effectively with internal and external stakeholders
  • Stay cool calm and focused under pressure

Your Toolkit

• Strong communication skills and a love for helping others
• SQL & relational database experience (basic querying is a plus)
• Solid understanding of IT infrastructure basics
• Familiarity with HTML/CSS
• Great documentation and problem-solving skills
• Comfortable with Microsoft Office
• Bonus: Experience with Microsoft SQL Server and Azure

You Are

• A proactive problem-solver who thrives on learning
• Customer-obsessed with empathy and people skills to match
• Organized and efficient great at juggling multiple tasks
• Curious and open to feedback eager to help shape our future
• Ready to work across time zones (including Pacific Time)

Perks & Benefits

• Be Authentically You dress and express however you feel most confident
• Flexible Working because life doesnt always run on a schedule
• Top-notch Training & Development your growth is our priority
• Annual Bonus get rewarded when Kinetic wins
• US Benefits including medical dental disability 401k PTO 2 wellbeing days one community day and more

Why Kinetic

Were backed by Constellation Software Inc. one of the largest software groups in the world offering you access to incredible growth opportunities shared knowledge and career pathways. At Kinetic leadership community and student success arent just buzzwordstheyre what drive us.

This isnt your average support roleits your chance to help launch and shape a rapidly growing operation in a new territory with lots of room to grow lead and make your mark.

Ready to Apply

Send your resume and a short cover letter to and tell us why youre the right person to help us write the next chapter in Kinetics story.

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