Technical Support Analyst

Job Description

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 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 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.)