Technical Support Analyst

About Kinaxis

Elevate your career journey by embracing a new challenge with Kinaxis. We are experts in tech, but it’s really our people who give us passion to always seek ways to do things better. As such, we’re serious about your career growth and professional development, because People matter at Kinaxis.

In 1984, we started out as a team of three engineers based in Ottawa, Canada. Today, we have grown to become a global organization with over 2000 employees around the world, and support 40,000+ users in over 100 countries. As a global leader in end-to-end supply chain management, we enable supply chain excellence for all industries. We are expanding our team in Chennai and around the world as we continue to innovate and revolutionize how we support our customers.

Our journey in India began in 2020 and we have been growing steadily since then! Building a high-trust and high-performance culture is important to us and we are proud to be Great Place to Work® CertifiedTM. Our state-of-the-art office, located in the World Trade Centre in Chennai, offers our growing team space for expansion and collaboration.

Location

Chennai, India

About the team

The Customer Support team focuses on the post-sales support to Kinaxis’ customers, serving as their initial point of contact to resolve their technical challenges and gaps. The team strives for outstanding customer satisfaction through interactions, timeliness and quality of resolution for which each member of the team plays an integral part in achieving this success.

The Technical Support Analyst will provide responsive technical support to our customers, on a global basis in a 24/7 environment, with a focus on resolving customer issues and ensuring their ongoing success with Maestro.

This role to be based out of our Chennai GCC, supporting North American customers on a night Shift schedule (8:00 AM - 5:00 PM Eastern Standard Time). This is a hybrid, office-based role and represents a critical pillar of Kinaxis’ strategy to extend 24x7 global support coverage across NAM and EMEA time zones from India.

What you will do

• 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 inquires

• Participate in on-call duty rotation and after hours environment maintenance

What we are looking for

• Minimum 2 years of experience in a technical support role, supporting external customers on a software solution, ideally in a SaaS environment

• At least 1 year of experience supporting Kinaxis Maestro, with relevant Kinaxis RapidResponse / Maestro certifications

• Experience in Enterprise Resource Planning (ERP) support, with a focus on supply chain applications, is 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 is considered an asset

• Experience in manufacturing, production planning, inventory management, or demand management in a support or planning role is a strong asset

• Successful candidate must be able to fulfill all security and confidentiality thresholds for this position (SOC2, CGRP, etc.)

#Associate #LI-GP1

Work With Impact: Our platform directly helps companies power the world’s supply chains. We see the results of what we do out in the world every day-when we see store shelves stocked, when medications are available for our loved ones, and so much more.

Work with Fortune 500 Brands: Companies across industries trust us to help them take control of their integrated business planning and digital supply chain. Some of our customers include Ford, Unilever, Yamaha, P&G, Lockheed-Martin, and more.

Social Responsibility at Kinaxis: Our Diversity, Equity, and Inclusion Committee weighs in on hiring practices, talent assessment training materials, and mandatory training on unconscious bias and inclusion fundamentals. Sustainability is key to what we do and we’re committed to net-zero operations strategy for the long term. We are involved in our communities and support causes where we can make the most impact.

People matter at Kinaxis and these are some of the perks and benefits we created for our team:

• 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

For more information, visit the Kinaxis web site at www.kinaxis.com or the company’s blog at http://blog.kinaxis.com.

Kinaxis strongly encourages diverse candidates to apply to our welcoming community. We strive to make our website and application process accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at [email protected]. This contact information is for accessibility requests only and cannot be used to inquire about the status of applications.