About Kinaxis  

　　Technical Support Analyst

　　Job location: This is a hybrid position. You will be expected to be in our office located in Rotterdam, Netherlands for minimum of 3 days a week

About the team

　　The Customer Support team focuses on the post-sales support to Kinaxis’ customers, serving as their initial point of contact to resolve their technical challenges and gaps.  The team strives for outstanding customer satisfaction through interactions, timeliness and quality of resolution for which each member of the team plays an integral part in achieving this success.  

　　The Technical Support Analyst will provide responsive technical support to our customers, on a global basis in a 24/7 environment, with a focus on resolving customer issues and ensuring their ongoing success with RapidResponse.  This role will work as part of a broader team of Analysts in a high volume / impact environment pairing strong technical knowledge with a customer first mindset.  

What you will do

　　Investigate, research and resolve issues in a timely fashion while maintaining communication with customers on status, roadblocks and timelines.

　　Support Workflow Control: classification of customer service requests, work order allocation to expert teams and control execution against the Service Level Agreements. But this is not new for you, since you are an ITIL master, right? (if not, start Googling it);

　　Follow up with customers ensuring recommendations and steps taken continue to fit customer expectations, recommend further action where necessary.

　　Change Management: managing the process of change requests, quotation, approval and planning as well as monitoring change delivery to customers;

　　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

　　When you were in primary school and your teachers asked what you wanted to become, you answered: Technical Support Consultant;

　　Pro-activeness is not your target, it’s your default;

　　You ooze positivity, negativity does not belong in your dictionary;

　　You’re the person your whole family calls whenever anything with an electricity plug is not working;

　　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

What we are looking for

　　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

　　Passion for technical support, and guiding customers to a solution

　　Strong research skills

　　Experience in manufacturing, production planning, inventory management or demand management in a support or planning role a strong asset

　　Strong English Language skills

Would really help if...

　　You are able to run some basic SQL queries;

　　You are familiar with JIRA/Atlassian products;

　　You have seen a log file before in your life (or some basic Unix knowledge);

　　You understand that Java is not just an island;

　　You have attended a University or High School outside of Open Days.

　　You are able to make this list bigger, for the next expansion of our team

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. 

　　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 [email protected]. This contact information is for accessibility requests only and cannot be used to inquire about the status of applications.