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Elevate your career journey by embracing a new challenge with Kinaxis. We are experts in tech, but it’s really our people who give us passion to always seek ways to do things better. As such, we’re serious about your career growth and professional development, because People matter at Kinaxis.
In 1984, we started out as a team of three engineers based in Ottawa, Canada. Today, we have grown to become a global organization with over 2000 employees around the world, and support 40,000+ users in over 100 countries. As a global leader in end-to-end supply chain management, we enable supply chain excellence for all industries. We are expanding our team in Chennai and around the world as we continue to innovate and revolutionize how we support our customers.
Our journey in India began in 2020 and we have been growing steadily since then! Building a high-trust and high-performance culture is important to us and we are proud to be Great Place to Work® CertifiedTM. Our state-of-the-art office, located in the World Trade Centre in Chennai, offers our growing team space for expansion and collaboration.
Location
Chennai, India
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 Maestro 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- Working with consultants, hosting partner representatives, and customer IT Specialists to provision, set up, test, and deploy customer environment
- 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.
- Performing daily application administration functions for our on-demand hosted customers and on premise remote-administration customers.
- Responding to customers' queries by determining the nature and likely causes of customer problems, recommending corrective action or guiding the customer through the necessary steps to a resolution.
- Following up with customers to ensure problems were resolved and/or recommending further action to ensure non-recurrence.
- Develop and present proactive system health reports
- 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 maintenances
- Analytical Problem Solving
- Strong Research and Troubleshooting skills
- Solid written and verbal Communication skills
- Demonstrated Customer Service Orientation
- Adept in practical applications of Problem Escalation
- 3-5 years previous experience in a Technical Support role supporting external customers on a software solution, ideally for a SaaS based company
- A Post-secondary diploma or degree in a related discipline.
- Knowledge of relevant case tracking applications
- Solid working knowledge of the Windows environments, IIS, and experience with web-based applications.
- Experience with Manufacturing and Inventory management considered a valuable asset.
- Working knowledge of relational database and query writing considered a valuable asset.
- Experience with monitoring and responding to issues with transactional data flows considered a valuable asset.
- Willingness to work pager support coverage rotated across the team. .
- Kinaxis Maestro certification in the role of Contributor, Author, or Admin considered an asset
#Intermediate #LI-KJ
Work With Impact: Our platform directly helps companies power the world’s supply chains. We see the results of what we do out in the world every day—when we see store shelves stocked, when medications are available for our loved ones, and so much more.
Work with Fortune 500 Brands: Companies across industries trust us to help them take control of their integrated business planning and digital supply chain. Some of our customers include Ford, Unilever, Yamaha, P&G, Lockheed-Martin, and more.
Social Responsibility at Kinaxis: Our Diversity, Equity, and Inclusion Committee weighs in on hiring practices, talent assessment training materials, and mandatory training on unconscious bias and inclusion fundamentals. Sustainability is key to what we do and we’re committed to net-zero operations strategy for the long term. We are involved in our communities and support causes where we can make the most impact.
People matter at Kinaxis and these are some of the perks and benefits we created for our team:
- Flexible vacation and Kinaxis Days (company-wide day off on the last Friday of every month)
- Flexible work options
- Physical and mental well-being programs
- Regularly scheduled virtual fitness classes
- Mentorship programs and training and career development
- Recognition programs and referral rewards
- Hackathons
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 recruitmentprograms@kinaxis.com. This contact information is for accessibility requests only and cannot be used to inquire about the status of applications.
Kinaxis is committed to ensuring a fair and transparent recruitment process. We use artificial intelligence (AI) tools in the initial step of the recruitment process to compare submitted resumes against the job description, to identify candidates whose education, experience and skills most closely match the requirements of the role. After the initial screening, all subsequent decisions regarding your application, including final selection, are made by our human recruitment team. AI does not make any final hiring decisions
