Technical Support Analyst

About Kinaxis:
**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 Mexico and around the world as we continue to innovate and revolutionize how we support our customers.

Our Professional Services and Product Management teams, initially formed in 2013, are based in Guadalajara, Mexico. Just over a decade later, our vision of growth in this region has allowed us to expand our teams by hiring and developing new graduates and other professionals.

About the team:
**Location**

You may work remotely from your home office, within the Guadalajara area.

**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 (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.

About the role:
**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
- 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- ideal-
- Solid working knowledge of Windows environments, ERP business software, and- 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- 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

**#Associate**

Why join Kinaxis?:
**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 ma