Technical Support Analyst

Summary

Join Visier's Customer Success team as a go-to person for assisting customers using the Visier platform. Leverage your customer service skills, problem-solving abilities, and communication expertise to address customer issues effectively and ensure a positive experience. This role demands curiosity, technical proficiency, and a willingness to learn the Visier platform. You will work directly with customers, requiring adaptability, prioritization skills, and clear communication. The position is remote and based in Eastern Canada, enabling efficient support for customers in their time zone. Collaborate with customers to translate business challenges into product customizations and communicate effectively with internal teams to meet customer needs. Act as a product expert, providing timely support and resolving technical issues.

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

Benefits

The base pay range for this position in Canada is $50k - $65k / year + bonus