Application Support Analyst

3 weeks ago

Orlando, United States Kinetic Software Ltd Full time

**About Kinetic**:
At Kinetic, we are more than just a software company; we represent a movement. As global leaders in student accommodation, event management, room management, and catering management solutions, we are at the vanguard of transforming the higher education sector. Our pledge? To connect, inspire, and elevate every experience. From our UK headquarters, we support leading universities and colleges globally, embarking on a mission to forge a brighter future for students in higher education. Our journey is marked by a remarkable +20% organic growth, a testament to our relentless pursuit of excellence and innovation.

But that's not all We're proud to dominate the sector with a whopping 85% market share, a clear indicator of our unparalleled influence and the trust institutions place in us.

**Why This Role Matters**:
Our support team are passionate about, and have a genuine care for our clients, with great care and attention to detail that runs throughout our company and in everything we do. With Kinetic expanding in North America, we are recruiting a 1st line Support Analyst based in the United States to strengthen and grow the relationships between Kinetic and its North American customer base.

You will be the voice at the heart of the business, providing 1st line support for our products and supporting our fantastic clients based in the United States and Canada day-to-day. This means you must be confident when talking with different end users, ensuring that they are satisfied with any solution provided.There is a lot to learn and you will be responsible for dealing with a variety of issues in this role. This will often vary from simple password resets to much more in-depth investigation depending upon the issue, giving you the opportunity to look under the hood and learn more about our products than may be required or expected of a typical 1st line role.

As our team continues to scale, there is a need for you to cover a range of time zones, including Pacific Time.

**Your Role & Responsibilities**:
Your day to day activities will vary as our business continues to grow, providing an exciting and diverse working environment where you will have the opportunity to make a real impact.

**Key responsibilities will include**:

- Resolve logged calls according to agreed internal/client SLA
- Manage customer support requirements in order of priority
- Ensure timely and appropriate escalation of tickets to relevant teams
- Contribute to keeping customer records accurate and up-to-date
- Flag and escalate potential SLA failures in a timely manner
- Communicate with Project and Customer Success Managers to ensure awareness of risks
- Provide timely, accurate and appropriate communication with clients
- Ensure customers are kept updated on status of their tickets

**Required Skills**:

- Good understanding of basic IT infrastructure terms and concepts
- Knowledge and basic understanding of relational databases
- Experience with Microsoft SQL Server
- Basic SQL query writing and understanding
- HTML/CSS Knowledge
- Good problem solving skills
- Documentation writing skills

**You are**:

- **Customer obsessed** - You take great joy in providing a world class customer experience.
- **Naturally curious** - You enjoy solving problems, have a strong analytical ability, and get a kick from seeking constant improvement and evolution.
- **Excellent written and verbal communication skills** - You are confident, friendly, and relatable with an exceptional proficiency in the Microsoft Office suite.
- **Planning and organization** - In order to successfully manage your own time and multiple tasks, you are an excellent planner, who organises their workload and prioritizes effectively.
- **Attention to detail** - You do sweat the small stuff, have high standards of literacy and numeracy, and really care about the quality of your work.
- **Product interest** - You have a keen interest in our products and how the customers use them and use feedback and innovation to contribute to the product roadmap.

**Perks of Being Part of the Kinetic Team**:

- **Be Authentically You**: Whether your style is casual or formal, we embrace your uniqueness.
- **Flexible Working**: We acknowledge life's unpredictability and offer flexibility to help you maintain a balance.
- **Training & Development**: We prioritize growth, offering access to top-tier training, professional courses, and conferences.
- **Annual Bonus**: Your dedication is rewarded with a generous annual bonus when Kinetic thrives.
- **Annual Leave**: 20 days annual leave entitlement + 1 community day per year

**Our Impact**:
Kinetic is the technology partner of choice for over half of UK and Irish universities, 40 trendsetting North American institutions, and iconic landmarks like the esteemed Merlin Group. Our software isn't just robust - it's revolutionary.

We embody a zest for life, unwavering determination, and a touch of fun. Our collective spirit is devoted to cre

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