Customer Support Analyst

Department: North America

Employment Type: Permanent - Full Time

Location: North America

Description

Join the Journey At Kinetic, we're not just building software – we're pioneering a movement that’s 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. We’re 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, you'll be the steady hand guiding customers through technical challenges and queries. You’ll be owning cases end-to-end, collaborating with internal teams, and playing a key role in delivering a support experience that wow 

Key Responsibilities

• 1st Line Support & Case Management 

Be the frontline of support – receive, triage, and own support cases until resolution. You’ll perform 1st line application and technical support duties. You’ll also coordinate with application specialists and 2nd/3rd line teams when needed, while always staying in the driver’s seat, keeping the customer informed and confident. 

You’ll 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 you’re already a tech-savvy upgrademeister or keen to learn the ropes, you’ll be helping our systems evolve in real time. 

Outage Response 
In the rare case of a hosting outage, you’ll 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. You’ll 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 

Skills, Knowledge and Expertise

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) 

Benefits

• Be Authentically You – dress and express however you feel most confident 
• Flexible Working – because life doesn’t 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? 

We're 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 aren’t just buzzwords—they’re what drive us. This isn’t your average support role—it’s 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