Location

You may work remotely from your home office, within the Guadalajara area.

• 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 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

• 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
• Solid working knowledge of Windows environments, ERP business software, and
  experience with web-based applications
• Strong research skills
• Working knowledge of relational databased and query writing considered an asset
• Experience in manufacturing, production planning, inventory management or demand
  management in a support or planning role a strong asset
• Successful candidate must be able to fulfill all security and confidentiality thresholds for
  this position (SOC2, CGRP etc.)
• Post-secondary degree or diploma in a related field
• Experience troubleshooting
• Strong problem solving
• Experience with escalation procedures
• Customer Service focused
• Strong oral/written communication in English

#Associate

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.