Job Summary: 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 wows. Your key responsibilities will include: -1st Line Support & Case Management -Technical Services -Outage Response -Support the Wider Business 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. 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, 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 wows. Your key responsibilities will include: 🎯 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 🧠 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 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. 📩 Ready to Apply? Send your resume and a short cover letter to romy.burgess@kineticsoftware.com, and tell us why you’re the right person to help us write the next chapter in Kinetic’s story. Worker Type: Regular Number of Openings Available: 1 At Kinetic Software, we come to work every day to make the conference and event management industry better. We are driven to provide our clients with an amazing software system and community to help make their working life better. As a team we work together closely. From discussing NFL (Go Steelers! No, go Pack go!) to bouncing ideas and solutions off each other, we know our personal history and diversity is one of greatest strengths. We encourage our staff to challenge convention and constantly push “the way it has always been” to find new and effective solutions. We would love to have you join the adventure and become a part of our vibrant and growing company. Kinetic Software is an equal opportunity employer, we recruit, hire, train, promote and provide all other privileges of employment to qualified people without regard to age, race, color, creed, national origin, gender, gender identity, gender expression, disability, marital status, veteran status, citizenship status, ethnicity, familial status, religion, sexual orientation or any other classification for which discrimination is prohibited. <