Technical Support Analyst (Supply Chain)
Job location: This is a remote position. You can work from home and be located anywhere in the United States with the ability to work West Coast hours
About the team
We provide best in class technical support to our customers, focused on solving critical product issues as well as performing a wide range of operational activities. Customer Satisfaction is our number one goal, and we are committed to ensuring RapidResponse is running smoothly to meet our customer’s needs. 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.
What you will do
- 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.
- Participate in on-call duties rotation, after hours environment maintenance.
- Performing application administration functions for our customers.
What we are looking for
- 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
- 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.
- Experience in manufacturing, production planning, Inventory management, demand management in a support or planning role is considered an asset.
- 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 certification (CSCP) considered an asset
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.
Tuesday, November 16, 2021