Technical Support Analyst, Visier
EMEA
People analytics & workforce planning software
Open for applications
People analytics & workforce planning software
501-1000 employees
Open for applications
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
- 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
- You roll up your sleeves
- You make it easy
- You are proud
- You never stop learning
- You play to win
What the job involves
- Visier is seeking a Technical Support Analyst with an analytical mindset and a passion for problem-solving to provide exceptional application support and service for our highly valued Enterprise SaaS customers in the EMEA region
- As a member of Visier’s Customer Experience organization, the Technical Support Analyst will be responsible for supporting our external customer base once they are in our production environment
- 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
- This is a new role in our EMEA region, and we are looking for someone who will be able to support our customers in this area and interact with our EMEA team to ensure high-quality customer service
- A curious mindset, strong technical aptitude and the ability to learn the Visier platform are a must for the Technical Support Analyst to be successful in this role
- 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
- 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
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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