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 Europe and around the world as we continue to innovate and revolutionize how we support our customers. Our regional offices serve as centralized hubs where employees and customers from across Europe can come together to work towards solving some of the biggest challenges facing supply chains. Location This is a remote position. You can work from home and be located anywhere in Ireland 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 RapidResponse. This role will work as part of a broader team of Analysts in a high volume / impact environment pairing strong technical knowledge with a customer first mindset. 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 3 years of experience in a technical support role supporting external customers on a software solution, ideally in a SaaS environment • Post-secondary degree or diploma in a related field • 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 databased 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.) Job Specific Competencies • Troubleshooting • Problem Solving • Escalation Procedures • Customer Service Orientation • Oral/Written Communication 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 Lockheed Martin, Yamaha, P&G, Honda, 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. Sustai...