Technical Support Analyst

About Kinaxis キナクシスでキャリアを前進させる新しい挑戦をしてみませんか？当社は技術のエキスパート企業です。しかし、より良い方法を追求する情熱の源泉は、ひとりひとりの従業員です。キナクシスでは皆さんのキャリアアップと専門的な能力開発に真剣に取り組んでおり、 従業員を大切に しております。 1984年、私たちはカナダのオタワを拠点とする3人のエンジニアのチームとしてスタートしました。現在、当社は世界中に2,000人を超える従業員を擁し、100か国以上で40,000人を超えるユーザーをサポートするグローバル組織に成長しました。エンドツーエンドのサプライチェーン管理における世界的リーダーとして、当社はあらゆる業界のサプライチェーンの卓越性を実現します。当社は、お客様へのサポート方法の革新と大変革を継続しながら、東京および世界中でチームを拡大しています。 私たちは、セールス、プロフェッショナル サービス、グローバル カスタマーケアのプロフェッショナルで構成されるグローバルチームとして、10年以上にわたり日本での事業展開を続けており、SUBARU、日本光電、ユニリーバなど、日本および世界中のお客様をサポ​​ートしています。 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 Tokyo and around the world as we continue to innovate and revolutionize how we support our customers. As a global team of Sales, Professional Services, and Global Customer Care professionals, we have maintained our presence in Japan for more than a decade and we support customers in Japan and around the world, including Subaru, Nihon Kohden, Unilever, and more. Location - Tokyo Located in the upscale Akasaka area of Tokyo, our office is a short walk from Akasaka-Mitsuke, Akasaka, and Tameikesanno Stations. 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. 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 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 Bilingual in Japanese and English. 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.) #Associate #Intermediate #LI-GP1 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 Lockheed Martin, Yamaha, P&G, Honda, 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 a long-term net-zero operations strategy. 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 third Friday of every month) Flexible work options Physical and mental well-being programs Regularly scheduled virtual fitness classes Mentorship programs, training, and career development Recognition programs and referral rewards Hackathons For more information, visit the Kinaxis website at www.kinaxis.com or the company’s blog at http://blog.kinaxis.com. Kinaxis welcomes candidates to apply to our inclusive community. We provide accommodations upon request to ensure fairness and accessibility throughout our recruitment process for all candidates, including those with specific needs or disabilities. If you require an accommodation, please reach out to us at [email protected]. Please note that this contact information is strictly for accessibility requests and cannot be used to inquire about application statuses. 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.