At Kinaxis, who we are is grounded in our common belief that people matter. Each one of us plays an important part in accomplishing our work, building our culture and making a global impact.

Every day, we’re empowered to work together to help our customers make fast, confident planning decisions. This is how we create a better planet – for each other, for our customers and for generations to come. Our cloud-based platform RapidResponse ensures that the products we need – everything from medicine and cars, to day-to-day items like toothpaste – make it to market and into our hands when we need them with minimal ecological footprint.

We make the world better, and you can too.

Team Lead, Customer Support

Job location: Chennai, India

What you will do

The Customer Support Lead’s responsibility is to help the Support Manager plan, organize, and supervise the members on this team,  including managing multiple hot sites, case management reviews, mentoring Service Operations Analysts and more. The Customer Support Team Lead position is on the management track and in most cases will report directly to a Support Manager.

Depending on the successful candidate’s overall history and experience, they may be fast-tracked to a Manager role if one becomes available. In addition, you will be expected to assist Support Management with the following:

  • Ensures customer requests for assistance are being managed in line with team best practices,
  • Coaches and mentors support analysts
  • Manages customer escalations
  • Assists in the hiring of new support analysts.

The Team Lead will have specific responsibilities aligned to the technical development of the team:

  • Ensures queue coverage and case handling are in line with best practices and established SLA’s for a given set of products.
  • Develops, schedules and maintains up to date queue coverage and off-queue rotations for the team. Identifies and raises any potential situations which could have an impact on workload, customer satisfaction or service levels to the Support Manager.
  • Conducts regular case reviews and provides coaching to analysts and feedback to Support Management. Takes a reduced case load focused on resolution of highly escalated or critical issues.
  • Leads and/or participates in the management of customer escalations providing summary level communications both internally and externally. Develop and present Root Cause Analysis’s (RCAs) and Reason for Outages (RFOs) for service affecting issues.
  • Assists in the screening resumes, interviewing, hiring and orientation of employees.
  • Coordinates training for new hires on global best practices and processes specific to their team. Ensures new hire participation in the new hire process and provides feedback for improvement and changes to the new hire process.
  • Leads and participates in working with other Support teams and/or Kinaxis departments to provide proactive, responsive, and timely solutions to customer and product issues while continually looking at ways to improve service to our customers.
  • Facilitates knowledge sharing with the Kinaxis Support team by creating, modifying, updating and linking solutions to cases.
  • Participates as a proactive member of the Kinaxis support team and maintains high standards of excellence and a strong work ethic. Identifies potential problems and has proactive nature in identifying and resolving various issues.

What we are looking for

  • Education equivalent to a 4-year college or university education with an emphasis in computer science, supply chain management, business administration or a related field.
  • Requires an additional 3-5 years of experience working in a customer support department for a medium to large software company or the equivalent related technical experience.
  • Quickly learn the general concepts of the technology used in and associated with Kinaxis products. Knowledge of basic office software programs like Microsoft Office. Ability to define problems, collect data, establish facts and draw valid conclusions.
  • Requires excellent interpersonal and communication skills including verbal, written, negotiation, and platform communications. Possess a strong people orientation with the ability to listen, work and resolve issues to achieve customer satisfaction.
  • Ability to travel up to 10% of work time.
  • Willingness to work pager support coverage rotated across the team.
  • Ability to obtain a Controlled Goods Registration Program (CGRP) clearance.

If you want to be part a team that challenges you, moves fast, improves constantly, and makes a difference, let’s talk.

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 Human Resources at accommodations@kinaxis.com. This contact information is for accessibility requests only and cannot be used to inquire about the status of applications.

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