Customer Support Analyst - Remote Eligible

Customer Support Analyst

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 will 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

Customer Support & Case Management

Be the frontline of support – receive, triage, and own support cases until resolution. You'll perform technical support duties, you'll also coordinate with application specialists on complex cases 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, residence life and commercial software 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 include:

• 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.

About Kinetic

Kinetic was founded in 1998 with one aim: to develop the most innovative software to help university accommodation and conferencing teams deliver the best student and customer experiences possible. Fast forward 25 years, and we are now the technology partner of choice to the worlds' leading universities and colleges. We are ranked #1 on the APUC framework, ITS1051 AP, for student accommodation management, conferencing and events management, hotel management and multifunctional management systems. We supply mission-critical software for over 350 customers, from Stanford University to Monash in Australia... Not to mention over 80% of universities in the UK. Since 2015, Kinetic has been part of the Volaris Group. Volaris help strengthen and grow vertical market software companies so, like Kinetic, they become leaders in their industry.

Our Hiring Process

Stage 1: Applied

Stage 2: Review

Stage 3: Hired

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