Senior Technical Support Consultant

Summary

Join Visier, a leader in people analytics, as a Sr. Technical Support Consultant. You will leverage your technical expertise and consultative skills to empower our Enhance and Extend customers. As a member of the Customer Experience organization, you'll provide support, troubleshoot issues, and guide customers to self-sufficiency. Success requires strong technical aptitude, excellent communication, and problem-solving skills. You'll collaborate with internal teams and directly interact with customers to resolve issues and enhance their understanding of the Visier platform. The role involves creating knowledge articles and ensuring timely resolution of cases. This position offers a hybrid work model in Vancouver or remote work in Toronto, with a base pay range of 73k-91k + bonus in Canada.

Requirements

• Minimum 5 years’ experience in a technical, customer facing support role
• Post-secondary education in a related field, or equivalent
• Strong knowledge of data, database management systems, and Business Intelligence tools (SQL, Tableau, Qlik, Power BI)
• Strong analytical and problem-solving skills, ability to think about complex problems and come up with creative solutions for online-based applications
• Experience gathering and writing requirements from customers
• Experience supporting/troubleshooting browser-based software solutions
• Excellent interpersonal and communication skills with polished telephone etiquette, and ability to comfortably present and explain complex concepts via phone and webinars
• Experience maintaining accurate customer interaction documentation and quality case management records
• Efficient time management skills; ability to work under pressure and remain calm and organized
• Ability to anticipate and predict potential cascading effects of changes made within customer environments
• Proven track record of working remotely with the ability to be a collaborative team player that builds positive relationships with other team members
• Hands-on experience using Issue Tracking/Management systems like ServiceNow and JIRA
• Adaptable to new processes, methods and tools

Responsibilities

• Act as a product expert (technical and functional) for Visier’s SaaS product, services and platform
• Provide quality and timely support to customers per the severity of the issue and the contractual Service Level Agreement (SLA)
• Ability to explain platform behaviors and root causes in a clear and conceptual manner to enhance customer understanding
• Work with enterprise, partners, and OEM customers who are creating their own projects with the Visier Platform to ensure they are capable of achieving their goals in a self-sufficient manner
• Monitor all cases in our ticketing system and ensure timely resolution and closure of these cases
• Provide consultation and guidance to customers so they are fully capable of creating their customizations in an efficient manner
• Create knowledge articles that not only resolve specific issues but also promote customer understanding of common workflows and best practices
• Work with our Professional Services, Customer Success, Development and Product Management teams to help communicate customer needs and urgency

Preferred Qualifications

• You roll up your sleeves
• You make it easy
• You are proud
• You never stop learning
• You play to win

Benefits

• The base pay range for this position in the Canada is 73k - 91k + bonus
• We are accepting applicants to follow a hybrid working model in Vancouver and remotely Toronto
• Many of our positions are eligible for additional types of compensation (e.g., commission plans, bonus, etc.)