Technical Support Analyst

About the position

The Technical Support Analyst at Kinaxis plays a crucial role in providing responsive technical support to customers globally in a 24/7 environment. This position focuses on resolving customer issues related to the Maestro (RapidResponse) software, ensuring customer satisfaction through effective communication and timely resolutions. The analyst will work within a team to investigate, research, and resolve technical challenges while maintaining a customer-first mindset.

Responsibilities

• Investigate, research and resolve issues in a timely fashion while maintaining communication with customers on status, roadblocks and timelines.
• Respond to customers' queries by determining nature and likely causes of issues, recommend corrective actions or guide customers through resolution.
• Follow up with customers ensuring recommendations and steps taken continue to fit customer expectations, recommend further action where necessary.
• Assume role of Triage, as scheduled, to review newly acquired cases ensuring all key documentation / information is included, assigning cases to appropriate agents based on team matrix and updating case statuses as required.
• Determine potential root causes for reported customer issues, going beyond the presented issue to identify true issues, challenges and recommend appropriate solutions to mitigate future impacts.
• Respond to monitoring alerts from customer environments.
• Perform daily application administration functions for on-demand hosted customers and on premise remote-administration customers.
• Handle all assigned cases within specified SLA response times.
• Create knowledge base articles related to a particular affinity.
• Liaise and coordinate with other departments to respond to and resolve urgent, critical and/or complex issues and inquiries.
• Participate in on-call duty rotation and after hours environment maintenance.

Requirements

• Minimum 3 years of experience in a technical support role supporting external customers on a software solution, ideally in a SaaS environment.
• Experience in Enterprise Resource Planning (ERP) support, supply chain applications ideal.
• Knowledge of relevant case tracking applications.
• Solid working knowledge of Windows environments, ERP business software, and experience with web-based applications.
• Strong research skills.
• Working knowledge of relational databases and query writing considered an asset.
• Experience in manufacturing, production planning, inventory management or demand management in a support or planning role a strong asset.
• Successful candidate must be able to fulfill all security and confidentiality thresholds for this position (SOC2, CGRP etc.).
• Post-secondary degree or diploma in a related field.
• Experience troubleshooting.
• Strong problem solving.
• Experience with escalation procedures.
• Customer Service focused.
• Strong oral/written communication in English.

Benefits

• Flexible vacation and Kinaxis Days (company-wide day off on the last Friday of every month)
• Flexible work options
• Physical and mental well-being programs
• Regularly scheduled virtual fitness classes
• Mentorship programs and training and career development
• Recognition programs and referral rewards
• Hackathons