Description
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.
You will be the voice at the heart of the business, providing 1st line support for our products, dealing with our fantastic clients 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.
There is a lot to learn and dive into and you will be dealing with a wide range and 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.
Key Responsibilities
* Resolve logged calls according to agreed internal/client SLA
* Manage client support requirements in order of priority
* Ensure timely and appropriate escalation of tickets to relevant teams
* Contribute to keeping client records accurate and up-to-date
* Flag and escalate potential SLA failures in a timely manner
* Accurately log incoming email support requests onto the support system
* Communicate with Project and Account Managers to ensure awareness of risks
* Provide timely, accurate and appropriate communication with clients
* Ensure clients are kept updated on status of their tickets
Skills, Knowledge and Expertise
* 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
Benefits
As part of the Kinetic team, you will benefit from:
* Working for an organisation where people and culture genuinely matter.
* Excellent training and support with the opportunity for further professional development.
* Performance-related bonus scheme.
* 25 days annual holiday allowance plus bank holidays off.
* 2 wellbeing days a year to rest and recharge.
* Christmas shut-down period for a well-deserved break.
* Company contribution to pension.
* A flexible benefits package, which is customisable by you. You can choose from private health care, life assurance, personal development, cinema tickets, wide range of discounts at retailers and so much more!
Kinetic provides excellent working environments at its offices, including kitchens with free breakfast, tea, coffee, and refreshments. Our social committee organises activities and events throughout the year, and you’ll have the opportunity to do charitable work within the local community.
Kinetic is an equal opportunity employer, fostering diversity and committed to creating an inclusive environment for all employees.
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 the University of Nevada Las Vegas 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.