Technical Support Analyst

About the role

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.

What you'll 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
• Determine potential root causes for reported customer issues, going beyond the presented issue to identify true issues

What you need

• 1–4 yrs of experience
• Windows
• ERP
• Production planning
• Any graduate