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Technical Support Analyst – EMEA Shift
KinaxisTechnical Support Analyst resolving customer technical challenges for Kinaxis supply chain solutions. Providing responsive support in a high volume environment with a focus on customer satisfaction.
Tech Stack
Tools & technologiesERP
About the role
Key responsibilities & impact- 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
What you’ll need- 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.)
Benefits
Comp & perks- Flexible vacation and Kinaxis Days (company-wide days off)
- Flexible work options
- Physical and mental well-being programs
- Regularly scheduled virtual fitness classes
- Mentorship programs, training, and career development
- Recognition programs and referral rewards
- Hackathons
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Technical SupportCase Tracking ApplicationsWindows EnvironmentsWeb-Based ApplicationsRelational DatabasesQuery WritingApplication AdministrationIssue ResolutionKnowledge Base Article CreationRoot Cause Analysis
Soft Skills
CommunicationProblem-SolvingCustomer ServiceCollaborationTime Management
Certifications
SOC2CGRP