Technical Customer Support Representative
Top Benefits
About the role
About Kinetisense
Kinetisense is based in Medicine Hat-Alberta and is a pioneer in markerless motion-tracking systems, delivering best-in-class software solutions to clients in healthcare, sports, rehabilitation, and research. We’re passionate about pushing the boundaries of human movement analysis, and we’re looking for a dedicated Customer Support Representative to help us maintain our reputation for outstanding service.
Role Overview
As a Technical Customer Support Representative, you will be the first point of contact for our customers. You’ll field inbound inquiries—by phone and email—troubleshoot software installations and configurations, and work closely with our Software Development and Sales teams to escalate and resolve technical issues. Your mission: ensure every customer feels heard, supported, and confident in using Kinetisense products.
Key Responsibilities
-
First-line Support: Respond promptly and professionally to customer inquiries via phone, email, and live chat.
-
Troubleshooting & Escalation: Diagnose software installation, setup, and configuration issues; replicate and document bugs; coordinate with developers to drive timely fixes.
Cross-functional Collaboration: Liaise with Sales to understand customer needs and with Development to prioritize and reproduce reported defects.
-
Knowledge Base Maintenance: Create and update how-to guides, FAQs, and troubleshooting documentation for both internal teams and end users.
-
Customer Advocacy: Follow up to ensure issues are fully resolved, solicit feedback, and identify opportunities to improve product usability and support processes.
Qualifications & Skills
-
Excellent Communication: Clear, empathetic verbal and written ability to guide non-technical users and keep internal teams informed.
-
Technical Aptitude: Hands-on experience with software installation, configuration, and basic troubleshooting.
-
Database & Scripting Basics: Familiarity with SQL queries and a scripting or programming language (e.g., Python, C#) to assist with log analysis and custom setups.
-
SDLC Understanding: Solid grasp of the Software Development Life Cycle and issue-tracking workflows (e.g., Jira, GitHub Issues).
-
Team Orientation: Collaborative mindset, eager to share knowledge and learn from engineers, product managers, and sales colleagues.
-
Customer-First Attitude: Patience, resilience, and a genuine desire to help people solve problems.
Nice-to-Haves
- Prior experience supporting B2B SaaS or medical-grade software
- Familiarity with CRM platforms (e.g., Salesforce, HubSpot)
Job Type: Full-time
Pay: $50,000.00-$60,000.00 per year
Schedule:
- 8 hour shift
- On call
Work Location: Remote
Application deadline: 2025-06-25
Expected start date: 2025-06-30
About Kinetisense
Kinetisense: Revolutionizing Movement Analysis At Kinetisense, we are the world leader in real-time, video-based functional movement and motion capture technology, validated by Vicon. We empower practitioners, trainers, and providers in MSK/Ortho/Rehab/PT/Sr Living and Sports Performance to elevate their services and gain deeper insights into human movement.
Our sensor-and-marker-less technology offers a user-friendly experience for patients, while providing a comprehensive suite of functional movement modules, reporting, and tracking for providers. This translates to objective data, improved patient care, and a proven ROI model that benefits everyone involved.
Through our mobile patient app and corrective engines, we facilitate ongoing follow-up and care, ensuring long-term success. Kinetisense is easy to set up, maintain, and use, empowering professionals of all levels to become functional movement experts.
We take a holistic approach, providing the most objective and comprehensive analysis of movement patterns available. Trend data and automatic reporting equip practitioners and patients with the information they need to achieve optimal outcomes.
At Kinetisense, we are committed to helping you understand the human body, optimize movement, and reduce the overall cost of care.
Technical Customer Support Representative
Top Benefits
About the role
About Kinetisense
Kinetisense is based in Medicine Hat-Alberta and is a pioneer in markerless motion-tracking systems, delivering best-in-class software solutions to clients in healthcare, sports, rehabilitation, and research. We’re passionate about pushing the boundaries of human movement analysis, and we’re looking for a dedicated Customer Support Representative to help us maintain our reputation for outstanding service.
Role Overview
As a Technical Customer Support Representative, you will be the first point of contact for our customers. You’ll field inbound inquiries—by phone and email—troubleshoot software installations and configurations, and work closely with our Software Development and Sales teams to escalate and resolve technical issues. Your mission: ensure every customer feels heard, supported, and confident in using Kinetisense products.
Key Responsibilities
-
First-line Support: Respond promptly and professionally to customer inquiries via phone, email, and live chat.
-
Troubleshooting & Escalation: Diagnose software installation, setup, and configuration issues; replicate and document bugs; coordinate with developers to drive timely fixes.
Cross-functional Collaboration: Liaise with Sales to understand customer needs and with Development to prioritize and reproduce reported defects.
-
Knowledge Base Maintenance: Create and update how-to guides, FAQs, and troubleshooting documentation for both internal teams and end users.
-
Customer Advocacy: Follow up to ensure issues are fully resolved, solicit feedback, and identify opportunities to improve product usability and support processes.
Qualifications & Skills
-
Excellent Communication: Clear, empathetic verbal and written ability to guide non-technical users and keep internal teams informed.
-
Technical Aptitude: Hands-on experience with software installation, configuration, and basic troubleshooting.
-
Database & Scripting Basics: Familiarity with SQL queries and a scripting or programming language (e.g., Python, C#) to assist with log analysis and custom setups.
-
SDLC Understanding: Solid grasp of the Software Development Life Cycle and issue-tracking workflows (e.g., Jira, GitHub Issues).
-
Team Orientation: Collaborative mindset, eager to share knowledge and learn from engineers, product managers, and sales colleagues.
-
Customer-First Attitude: Patience, resilience, and a genuine desire to help people solve problems.
Nice-to-Haves
- Prior experience supporting B2B SaaS or medical-grade software
- Familiarity with CRM platforms (e.g., Salesforce, HubSpot)
Job Type: Full-time
Pay: $50,000.00-$60,000.00 per year
Schedule:
- 8 hour shift
- On call
Work Location: Remote
Application deadline: 2025-06-25
Expected start date: 2025-06-30
About Kinetisense
Kinetisense: Revolutionizing Movement Analysis At Kinetisense, we are the world leader in real-time, video-based functional movement and motion capture technology, validated by Vicon. We empower practitioners, trainers, and providers in MSK/Ortho/Rehab/PT/Sr Living and Sports Performance to elevate their services and gain deeper insights into human movement.
Our sensor-and-marker-less technology offers a user-friendly experience for patients, while providing a comprehensive suite of functional movement modules, reporting, and tracking for providers. This translates to objective data, improved patient care, and a proven ROI model that benefits everyone involved.
Through our mobile patient app and corrective engines, we facilitate ongoing follow-up and care, ensuring long-term success. Kinetisense is easy to set up, maintain, and use, empowering professionals of all levels to become functional movement experts.
We take a holistic approach, providing the most objective and comprehensive analysis of movement patterns available. Trend data and automatic reporting equip practitioners and patients with the information they need to achieve optimal outcomes.
At Kinetisense, we are committed to helping you understand the human body, optimize movement, and reduce the overall cost of care.