Customer Support Analyst
Department: Customer Support
Employment Type: Permanent - Full Time
Location: Milton Keynes
Reporting To: Ali Bott
Compensation: £27,000 - £30,000 / year
Description
About Kinetic Software
At Kinetic, we’re redefining operational excellence in higher education, conferencing, and events. As the leading provider of software solutions for student accommodation, event management, catering, and residential services, we help institutions streamline operations, elevate customer experiences, and unlock their full potential.
With over 25 years of experience and trusted by more than 350 institutions worldwide, our software empowers universities and venues to run smarter, faster, and more collaboratively. From bustling campuses to dynamic corporate environments, our technology adapts to the rhythm of each organisation — helping them thrive in a fast-changing world.
But we’re more than just software. We’re a team of passionate problem-solvers, innovators, and collaborators who care deeply about our customers and each other. Our culture is built on empowerment, community, and continuous growth. We believe in giving people the tools, support, and freedom to do their best work — and have fun while doing it.
Joining Kinetic means being part of a purpose-driven business where your ideas matter, your development is supported, and your impact is real. If you’re ready to help shape the future of operational technology in education and events, we’d love to meet you.
We have a vacancy for a CUSTOMER SUPPORT ANALYST. Our support team are passionate about our sector with great care and attention to detail that runs throughout our interactions and in everything we do.
You will be the voice at the heart of the business, providing 1st line support for our products, dealing with our dynamic customer base day-to-day. This means you must be confident when talking with different end users, ensuring that they are left happy with any solution provided and working within contractual SLAs.
Key Responsibilities
You will be responsible for supporting and maintaining the company’s internal and external applications, all of which use a variety of different technologies and platforms. You will endeavour to help the company achieve and maintain the highest standards of customer service, thinking ‘outside of the box’ when solving problems in order to help resolve business critical issues.
This role entails answering, logging and resolving issues that can come into the desk from multiple sources; email, telephone, account visits - owning these through until resolution. You will be accessing client databases and web sites using a variety of remote access methods to diagnose the root cause of a problem.
You will interact with multiple internal departments such as Development, QA, Sales, Projects and Customer Experience Managers. You will always ensure that the client is treated and dealt with in a professional manner, offering the best advice and practices on how to use the software. You will need to show that you are able to use many different methods of communication in order to keep clients up to date with progress of resolution.
You will be encouraged to add value to the department by suggesting and implementing improvements to processes whilst aiming to keep your own skills and the department at the cutting edge of technology. You will ensure that your work follows appropriate standards and conforms to agreed quality plans and SLA’s.
Responsibilities
* Resolution of logged calls to pre-agreed internal or client SLA
* Manages client support requirements in priority order
* Timely and appropriate escalation of calls to relevant expertise
* On-going maintenance of accurate and detailed client records on Support System to ensure all other Kx users understand actions, decisions and communication
* Flagging of potential failures against SLAs in a timely fashion to enable escalation
* Accurately logs email support requests onto Kx Support System
* Timely and accurate communication with Customer Experience Managers and Project managers to ensure they understand client status or risks
* Timely, accurate and appropriate communication with Clients to ensure they are kept informed of actions being taken
* Escalation of client issues within SLA to supporting teams
Skills, Knowledge and Expertise
At Kinetic we constantly strive to find the right people and provide all the tools and support to allow them to develop both personally and professionally. We are looking for bright and dynamic individuals who can bring energy and enthusiasm to a demanding role within a rapidly growing and successful company.
Preferred Skills:
* Proven track record in a customer service role with a focus on customer-centricity
* Ability to be autonomous and proactive in solving problems.
* Basic IT infrastructure knowledge.
* Basic Knowledge of relational databases and experience of Microsoft SQL Server.
* A qualification in Computer Science or a related field, or equivalent work experience.
Desirable Characteristics:
* Complete self-starter
* Approachable and personable
* Strong ownership
* A hunger to learn
* A proactive approach
* Problem solving
* Team working and collaboration
* Commercial acumen
Benefits
You’ll work on real projects with real impact for our customer base
Flexpot benefits: build a package that works for you—gym, healthcare, learning and more, or simply take the cash value if you prefer.
Ongoing training, mentoring, and development pathways (you’ll never feel stuck)
️ 25 days’ holiday + Bank Holidays + 2 wellbeing days + 1 charity day
Office shutdown over Christmas
Hybrid working with all the kit you need to succeed
Free breakfasts, great coffee, and dual-screen setups to help you deliver like a pro
Socials, snacks, game nights, and plenty of reasons to laugh at work
#J-18808-Ljbffr