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

Minimum 3 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 in 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 who 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

Competitive salary, and top-tier health and wellness benefits
Stock options and/or bonus based on your role, location, and employment type
Benefits and working arrangements may vary depending on your seniority, location and employment type

Technical Support Analyst I

Key skills