23 feb
Kinaxis
Nuevo Casas Grandes
.About Kinaxis:**About Kinaxis**: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 Mexico and around the world as we continue to innovate and revolutionize how we support our customers.Our Professional Services and Product Management teams, initially formed in 2013, are based in Guadalajara, Mexico.
Just over a decade later, our vision of growth in this region has allowed us to expand our teams by hiring and developing new graduates and other professionals.About the team:**Location**You may work remotely from your home office, within the Guadalajara area.
**About the team**: The Customer Support team focuses on the post-sales support to Kinaxis' customers, servingas their initial point of contact to resolve their technical challenges and gaps.
The team strivesfor outstanding customer satisfaction through interactions, timeliness and quality of resolutionfor 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, ona global basis in a 24/7 environment,
with a focus on resolving customer issues and ensuringtheir ongoing success with Maestro (RapidResponse).
This role will work as part of a broader team ofAnalysts in a high volume / impact environment pairing strong technical knowledge with acustomer first mindset.About the role:**What you will do**:- 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
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