Customer Support Analyst

Kinetic Software; Milton Keynes; On-site; GBP 27,000 - 30,000; Full time

Job summary

A technology solutions provider in Milton Keynes is seeking a Customer Support professional to maintain and resolve issues for internal and external applications. The ideal candidate will have a background in customer service and basic IT infrastructure knowledge. Competitive compensation and diverse benefits await the successful applicant, who will play a key role in enhancing client satisfaction and achieving high service standards.

Benefits

25 days holiday plus bank holidays

Performance-related bonus scheme

Enhanced pension contributions

Flexible benefits platform

Regular social events

Qualifications

• Experience in customer service with focus on client satisfaction.
• Basic understanding of relational databases and Microsoft SQL Server.

Responsibilities

• Support and maintain company's internal and external applications.
• Resolve logged issues through various communication channels.
• Ensure accurate and timely client communication.

Skills

Customer service experience

Problem-solving skills

IT infrastructure knowledge

Basic knowledge of SQL Server

Education

Qualification in Computer Science or equivalent

Job description

Overview

Department: Customer Support

Employment Type: Permanent - Full Time

Location: Milton Keynes

Reporting To: Ali Bott

Compensation: £27,000 - £30,000 / year

Description

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, colleges and accommodation providers. We are ranked #1 on the APUC framework for student accommodation management, conferencing and events management, and multifunctional management systems. Our big hairy audacious goal (BHAG) is to achieve £50m net revenue by 2032 and for every person in a university to experience a Kinetic product.

We supply mission-critical software for over 350 customers worldwide, and we are trusted partners to 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.

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

At Kinetic, we believe work should come with rewards that make a real difference. Here’s just a taste of what you can expect when you join us:

• 25 days holiday (plus bank holidays) - with extra days the longer you’re with us
• Two paid wellbeing days each year, with a budget to enjoy some time out with someone important to you
• Enhanced pension contributions to support your future
• Two paid days a year to give back through volunteering, charity work, or sustainability projects with our Green Team
• Salary sacrifice schemes for electric vehicles and cycle-to-work
• 24/7 access to our Employee Assistance Programme for confidential advice and support
• A full annual health check to keep you at your best
• A flexible benefits platform - from life assurance and learning opportunities to retail discounts and cinema tickets
• A genuine people-first culture where your growth and wellbeing come first
• Performance-related bonus scheme to reward your contribution
• Regular socials - from team get-togethers to all-company celebrations, with each department owning a budget for their events
• The opportunity to attend group conferences, away days and learning forums both in the UK and abroad - network with other talent

We’ve created a welcoming office environment, with well-stocked kitchens offering free breakfast, fresh fruit, hot and cold drinks, and a range of tuck shop goodies to keep you fuelled throughout the day.

Kinetic is an equal opportunity employer, fostering diversity and committed to creating an inclusive environment for all employees.