Technical Support Analyst, Kinaxis
Supply Chain
Supply chain planning solution
Job no longer available
Supply chain planning solution
1001+ employees
Job no longer available
1001+ employees
Company mission
Their mission is to revolutionize planning so people can plan better, live better and change the world.
Role
Who you are
- A passion for working in customer facing roles and you have great interpersonal, communication, facilitation, and presentation skills
- 3-5 years’ experience in a Technical Support role supporting external customers on a software solution, ideally for a SaaS based company
- 1-2 years of experience in Enterprise Resource Planning (ERP) / Supply Chain applications (Buyer/Planner, Demand Planner, Supply Planner, S&OP coordinator)
- A Post-secondary diploma or degree in a related discipline
- Knowledge of relevant case tracking applications (CRM)
- Solid working knowledge of the Windows Server environments, and experience with ERP business software
- Willingness to work pager support coverage rotated across the team
- Working knowledge of relational database and query writing considered an asset
- Experience with monitoring and responding to issues with transactional data flows considered an asset
- Kinaxis RapidResponse certification in the role of Contributor, Author, or Admin considered an asset
- APICS Certified in Production and Inventory Management (CPIM) considered an asset
- APICS Certified Supply Chain Professional (CSCP) considered an asset
What the job involves
- As a member of our Customer Support team, our Technical Support Analysts provide responsive technical support to our customers and perform a range of activities to resolve product or service issues
- You won’t shy away from digging in on technical problems and find satisfaction in solving issues and root cause identification
- Responding to customers regarding queries when using Kinaxis RapidResponse by determining the nature and likely causes of customer problems, recommending corrective action or guiding the customer through the necessary steps to a resolution
- Analyzing planning results and algorithm outputs using internal tools to understand variations in results and runtime
- Monitoring hardware/software components of our on-demand service. Resolving problems in a timely manner while ensuring customers are kept informed of progress
- Ensuring that all aspects of our customers' Service Level Agreements and Support Agreements are fully met
- Following up with customers to ensure problems were resolved and/or recommending further action to ensure non-recurrence
- Providing liaison and coordination activities with other departments to respond to or resolve urgent or complex customer/service problems and inquiries
- Participating in on-call duties rotation, after hours environment maintenance
- Performing application administration functions for our customers
Our take
For many enterprises, tactical planning entails a number of expensive and time-consuming tasks. Kinaxis solves this problem by accelerating the planning cycle.
Kinaxis offers companies a concurrent planning solution, rapidly and efficiently synchronzing the end-to-end supply chain. This is why the company has enjoyed such impressive success among enterprise-scale businesses, including Unilever, Ford and Nissan.
In 2022, Kinaxis forged a lucrative partnership with TraceLink, allowing for increased opportunities for direct supplier and manufacturer collaboration. This sort of innovation will be key to the company's ability to attract and retain enterprise customers, especially as it partners with at least 27 companies in Asia in a global growth effort.
Freddie
Company Specialist at Welcome to the Jungle
Insights
23% employee growth in 12 months
Company
Funding (1 round)
May 2000
$33m
LATE VC
Total funding: $33m
Company benefits
- Flexible vacation
- Parental leave top-up
- Company Bonus Plan
- Employee Share Purchase Plan
- Comprehensive benefit package (details vary by country)
- Competitive pay
- Work from home options if your role permits
- Training and development opportunities
- Health and wellness programs
- Employee Assistance Program
- Opportunities to impact programs, initiatives and culture as a member of the Culture Ambassador Group
- Active Social Committee
- Inclusion and Diversity Committee
Company HQ
Katimavik-Hazeldean, Ottawa, ON
Leadership
Duncan Klett
(Fellow)Previously worked as Manager IC CAD at Mitel, and then as VP Analytics at Enterprise Planning Systems and Carp Systems International.
Share this job