Senior Technical Support Consultant, Visier
CA$73-91k
+ Bonus
People analytics & workforce planning software
Job no longer available
People analytics & workforce planning software
501-1000 employees
Job no longer available
CA$73-91k
+ Bonus
501-1000 employees
Company mission
To reveal the human truth that helps businesses and employees win together through its cloud-based platform for HR and people analytics.
Role
Who you are
- Visier is seeking a Sr. Technical Support Consultant who combines deep technical expertise with a consultative approach, empowering our valued Enhance and Extend customers to achieve self-sufficiency and maximize the value of the Visier platform
- You will demonstrate excellent communication, analytical, and customer service skills, allowing you to gather detailed information about customer issues so you can work to resolve them effectively while providing a great customer experience
- A curious mindset, strong technical aptitude and the ability to keep learning the Visier platform is a must for the Sr Technical Support Consultant to be successful in this role
- 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
What the job involves
- As a member of Visier’s Customer Experience organization, the Sr Technical Support Consultant will be responsible for supporting our external customer base once they are in our production environment, enabling them to achieve their business goals and confidently navigate the platform independently
- You will be interacting directly with Visier’s customers, and you must also be able to think on your feet, communicate clearly, and effectively manage expectations and competing priorities
- 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
Our take
Gaining insights into workforces through people data is invaluable to businesses, allowing them to understand how to retain their hardest-working staff members, benchmark worker performance against competitors, and enable the growth of leaders within the organisation. While HR departments have access to some productivity tools that utilize people analytics, their fragmented and antiquated nature demands a more unified and future-proof solution.
Visier provides an all-in-one cloud-based people analytics platform for businesses, aiming to drive staff retention programs, maximize recruitment outcomes, arm leaders with workforce insights, and ultimately connect business outcomes to the people involved. The platform achieves this through a variety of integrative tools such as performance benchmarking, smart workforce questionnaires, data management automation, and people-powered insights.
Despite the fact that the company faces competition from other people-data solutions, Visier continues to stand out by this unified approach. The company has existing partnerships with EA, Uber, and NCI too, demonstrating success in improving leadership through people analytics, reducing labour costs, and increasing staff retention. In contrast to much of the broader tech sector, the company has grown consistently and accelerated its geographic expansion, a testament to its product's value to businesses.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-9% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jun 2021
$125m
SERIES E
Apr 2020
$45m
SERIES D
Total funding: $261.5m
Company HQ
Downtown Vancouver, Vancouver, BC
Leadership
Ryan Wong
(Co-Founder, CEO & President)Chief Architect & Director of Engineering for Crystal Decisions. Was also Vice President of Engineering for SAP from 2003 to 2008.
John Schwarz
(Co-Founder & Chairman of the Board)GM of Industry Solutions for IBM from 1974 to 2000. Was also President and COO of Symantec, and Business Objects CEO and Executive Board Member of SAP.
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