Technical Support @ Kinaxis

Technical Support

Application Performance Analyst, Month Term

Posted on 3/30/2023

INACTIVE

1,001-5,000 employees

Website

Agile supply chain planning software

Company Overview

Kinaxis' mission is to deliver cutting-edge software that supports the ever-changing needs of the people who manage supply chains. The company has created an industry proven platform that combines human intelligence with AI and concurrent planning to help companies plan for any future, monitor risks and opportunities and respond at the pace of change.

Locations

Ottawa, ON, Canada

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

Communications

CategoriesNew

Customer Success & Support

Requirements

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 (CRM)
Solid working knowledge of Windows environments, experience with web-based applications, and log analysis with a focus on discovering trends
Strong research and systems analysis skills
Working knowledge of relational databases and query writing considered an asset
Experience with generating and analyzing core dumps considered a strong asset
Experience with site response time or performance monitoring considered a strong asset
Successful candidate must be able to fulfill all security and confidentiality thresholds for this position (SOC2, CGRP etc

Responsibilities

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 application performance 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

At Kinaxis, who we are is grounded in our common belief that people matter. Each one of us plays an important part in accomplishing our work, building our culture and making a global impact.

Every day, we’re empowered to work together to help our customers make fast, confident planning decisions. This is how we create a better planet – for each other, for our customers and for generations to come. Our cloud-based platform RapidResponse ensures that the products we need – everything from medicine and cars, to day-to-day items like toothpaste – make it to market and into our hands when we need them with minimal ecological footprint.

We make the world better, and you can too.

Technical Support (Application Performance Analyst)

Job location: our office in Ottawa, Canada. We work in a hybrid model, therefore you will be expected to be in our office 3-days per week.

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 application performance 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
Experience in Enterprise Resource Planning (ERP) support, supply chain applications ideal
Knowledge of relevant case tracking applications (CRM)
Solid working knowledge of Windows environments, experience with web-based applications, and log analysis with a focus on discovering trends
Strong research and systems analysis skills
Working knowledge of relational databases and query writing considered an asset
Experience with generating and analyzing core dumps considered a strong asset
Experience with site response time or performance monitoring considered a strong asset
Successful candidate must be able to fulfill all security and confidentiality thresholds for this position (SOC2, CGRP etc.

What we have to offer

Challenging Work - We love solving highly complex problems. And as the global leaders in our industry, we never stop innovating—our work is never “done. That’s because across our teams and in all roles, every employee is empowered to bring their best ideas forward and to jump in and solve the problems they’re passionate about.
Great People - We take our work seriously, but we don’t take ourselves too seriously! It’s in our DNA to celebrate, laugh, and have fun. We are stronger, together, when we are open, honest, and above all, real. Every person is valued here and plays an important role in our shared success.
Global Impact - As a global team spanning continents, boundaries, and cultures, every day we are inspired by the impact our work has on our colleagues, our customers, our communities, and the world at large.
Diversity, Equity and Inclusion - Diversity, equity and inclusion are more than words to us. They are the guiding principles for building a culture where we celebrate each others’ differences, continuously strive for equality and recognize that inclusion makes us stronger as individuals, a company and a global citizen.

For more information, visit the Kinaxis web site at www.kinaxis.com or the company’s blog at http://blog.kinaxis.com/.

Kinaxis strongly encourages diverse candidates to apply to our welcoming community. We strive to make our website and application process accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at [email protected]. This contact information is for accessibility requests only and cannot be used to inquire about the status of applications.