Technical Support Analyst

Summary

Join Visier's Customer Success organization as a Software Support Analyst, supporting external customers in the EMEA region. You will leverage excellent communication, analytical, and customer service skills to resolve customer issues effectively. A curious mindset and strong technical aptitude are essential, requiring interaction with customers, managing expectations, and prioritizing tasks. This role involves collaborating with customers and internal teams, acting as a product expert, providing timely support, and monitoring cases. You will create knowledge-based articles and coordinate with other teams to address customer needs. On-call rotation and flexibility are required.

Requirements

• Minimum 2 years’ experience in a technical, customer-facing support role
• Post-secondary education in a related field, or equivalent
• Strong knowledge of data and database management systems
• 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 the 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

• Collaborate with our customers to transform their business problems into customizations within our product
• Communicate with internal team members and key stakeholders, applying technical leadership and expertise to ensure customer needs are met
• Act as a product expert (technical and functional) for Visier’s SaaS product and services both internally and externally
• Provide quality and timely support to customers per the severity of the issue and the contractual Service Level Agreement (SLA)
• Work with enterprise, partners, and OEM customers to anticipate, identify and respond to issues they experience with Visier’s solutions, and address customers’ technical concerns and requests
• Monitor all cases in our ticketing system and ensure timely resolution and closure of these cases
• Respond to and resolve alerts received from our monitoring tool in a timely manner
• Create knowledge-based articles and documentation to support other support team members and customers
• Coordinate Customer Service functions to diagnose, troubleshoot and solve our clients technical issues in a timely and professional manner
• Work with our Professional Services, Customer Success, Development and Product Management teams to help communicate customer needs and urgency
• Be part of our on-call rotation and be available to work evening, weekend, and holiday shifts when needed