Department: Customer Support Location: Milton Keynes Compensation: £25,000 - £28,000 / year 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.