Customer Support Analyst (Application & Technical Support Desk)

Kinetic North America • Oakville, ON

3d • Remote

About The Position

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.

Requirements

• 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
• 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)

Nice To Haves

• Experience with Microsoft SQL Server and Azure

Responsibilities

• Be the frontline of support – receive, triage, and own support cases until resolution.
• Perform 1st line application and technical support duties.
• 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.
• Cover a wide application set including student housing (KxWelcome), residence life (KxEngage) and Commercial (Conferencing & Events) products primarily in Higher Education.
• Get hands-on with customer upgrades, across hosted and on-premise environments.
• In the rare case of a hosting outage, be a calm and capable responder – restoring services, managing disk space, and helping customers get back online fast.
• Bring your ideas to the table to shape how we deliver support.
• Assist in QA testing and contribute to internal projects that drive innovation.
• 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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed