Elevate your career journey by embracing a new challenge with Kinaxis. We are experts in tech but its really our people who give us passion to always seek ways to do things better. As such were 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 40000 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 state-of-the-art office located in the World Trade Centre in Chennai offers our growing team space for expansion and collaboration.

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.

TheTechnical Support Analystwill 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 Maestro.

This role to be based out of our Chennai GCC supporting North American customers on a night Shift schedule (8:00 AM 5:00 PM Eastern Standard Time). This is a hybrid office-based role and represents a critical pillar of Kinaxis strategy to extend 24x7 global support coverage across NAM and EMEA time zones from India.

• 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