Technical Support Analyst - Remote Position

About the Role

We're hiring a Technical Support Analyst - Remote to join our dynamic team at Kinaxis. This position allows you to work from anywhere in Ireland, providing you with the flexibility to balance your professional and personal life. As a Technical Support Analyst, you will play a crucial role in ensuring our customers receive top-notch support for their software solutions, particularly in a SaaS environment.

What You'll Do

• Investigate, research, and resolve technical issues in a timely manner while maintaining communication with customers on status updates and timelines.
• Respond to customer queries by determining the nature and likely causes of issues, recommending corrective actions, or guiding customers through resolution.
• Follow up with customers to ensure that recommendations and steps taken continue to meet their expectations.
• Assume the role of Triage, reviewing newly acquired cases to ensure all key documentation 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 challenges and recommend appropriate solutions.
• Respond to monitoring alerts from customer environments and perform daily application administration functions for on-demand hosted customers.
• Handle all assigned cases within specified SLA response times and create knowledge base articles related to specific issues.
• Liaise and coordinate with other departments to respond to and resolve urgent, critical, and complex issues.

Requirements

• Minimum 3 years of experience in a technical support role supporting external customers on a software solution, ideally in a SaaS environment.
• Post-secondary degree or diploma in a related field.
• Experience in Enterprise Resource Planning (ERP) support and supply chain applications is ideal.
• Solid working knowledge of Windows environments, ERP business software, and experience with web-based applications.
• Strong research skills and working knowledge of relational databases and query writing are considered an asset.
• Experience in manufacturing, production planning, inventory management, or demand management in a support or planning role is a strong asset.
• Successful candidates must be able to fulfill all security and confidentiality thresholds for this position (SOC2, CGRP, etc.).

Nice to Have

• Experience with case tracking applications.
• Knowledge of troubleshooting and problem-solving techniques.
• Customer service orientation and strong oral/written communication skills.

What We Offer

• Flexible vacation and Kinaxis Days (company-wide day off on the third Friday of every month).
• Flexible work options to support your work-life balance.
• Physical and mental well-being programs, including regularly scheduled virtual fitness classes.
• Mentorship programs, training, and career development opportunities.
• Recognition programs and referral rewards.
• Participation in hackathons and community engagement initiatives.

At Kinaxis, we believe that people matter. We are committed to diversity, equity, and inclusion in our hiring practices and provide accommodations upon request to ensure fairness and accessibility throughout our recruitment process. If you require an accommodation, please reach out to us at recruitmentprograms@kinaxis.com.

Join us as a Technical Support Analyst - Remote and help us power the world’s supply chains. Apply now!