Application Support Analyst, Topia
€50-80k
Annual bonus target percentage and stock options
Global talent mobility platform
Job no longer available
Global talent mobility platform
101-200 employees
Job no longer available
€50-80k
Annual bonus target percentage and stock options
101-200 employees
Company mission
Topia's mission is to break down barriers between people and places so companies and individuals can work everywhere.
Role
Who you are
- This role requires the ability to build and maintain strong relationships both internally with Topia and externally with customer contacts
- The ideal candidate is organized, detail oriented, and technically savvy with the ability to learn multiple softwares
- To succeed in this role you will need to be able to work in an ambiguous, fast-paced environment with developing processes
- Adaptability is key
- Prior experience in a SaaS technical support environment is a requirement
- Demonstrated experience in a client facing role, preferably at a SaaS company
- Experience troubleshooting and identifying integration issues with other systems
- High proficiency in Microsoft Excel
- Ability to write and troubleshoot complex lookup formulas based on multiple criteria and macros/VBA for purposes of creating re-runnable data and Excel format transformations
- Proficiency writing SQL to extract data from databases
- Basic knowledge of MS Visio or other process mapping software
- Experience analyzing business operations and configuring software applications to effectively support these operations
- Experience using relational databases and writing queries to extract data
- Problem-solving and multi-tasking skills, including the ability to prioritize work and independently manage time so that multiple competing priorities are addressed in a timely manner
- Experience learning technical frameworks, systems, applications and concepts
- Must have a willingness to adopt and support innovative changes in response to changes in technology and in business practices
- Ability to understand and communicate high level technical concepts related to software configuration and platform integration
- Acute attention to detail, pride/ownership of work product
- Demonstrated client empathy; ability to de-escalate tense situations
- Customer advocacy and excellent communication skills
- Payroll experience preferred
What the job involves
- As Topia’s Application Support Analyst, you will be responsible for managing technical support issues from customers using a variety of softwares and platforms
- You will be required to work multiple issue types including how-to questions, bug identification, advanced technical troubleshooting, and system configuration. You will be responsible for meeting customer service level agreements (SLAs)
- Manage software issues through technical troubleshooting process including identifying solution for issue and completion of system updates when needed
- Deliver world-class customer service experience for users
- Work closely with existing customers on change requests and projects surrounding change requests when needed
- Serve as a technical escalation point for other support specialists within the organization
- Manage solution gaps and customer expectations as they relate to open issues for live customers
- Follow all internal processes for incident management
- Monitor all open tickets and communicate with team members when applicable
- Ensure responsive support to clients during scheduled hours
- Communicate and collaborate with other departments regarding support issues
- Monitor user metrics and present numbers on an as needed basis
- Complete all daily tasks and projects, on-time and with attention to detail
- Meet identified goals and metricsUnderstand customers’ needs and work with the Topia team to advise customers on how to best leverage Topia technology and services to achieve their goals
- Understand customers’ needs and work with the Topia team to advise customers on how to best leverage Topia technology and services to achieve their goals
Our take
Topia is a global talent mobility partner for Fortune 1000 enterprise companies - including including the likes of Dell, AXA and equinor - with clients spanning financial services, energy, manufacturing, technology, pharmaceuticals and more.
As employees increasingly demand flexibility, Topia enables organizations to leverage a single automated solution to explore potential remote work locations, submit remote work requests, assess them for risk and compliance, and manage the process for both HR teams and mobile employees.
With the accelerated shift to remote work, Topia has a clear opportunity to expand its operations and client list, and reported strong growth throughout 2022. It continues to innovate its offering, including by the addition of robust new features, on top of its acquisition of Pearl Global Tech that enables it to simplify compliance for the "top two mobility risks" (tax and immigration).
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 10 rounds)
Apr 2020
$15m
SERIES D
Jan 2018
$25m
SERIES C
Total funding: $130m
Company benefits
- Team Events - summer picnics, potlucks, FriYAYs, etc. (Chief Fun Officers organize social events in each office)
- Opportunity to attend conferences, seminars, and training programs
- Generous PTO policy
- Volunteer Time Off - four days “VTO” for employees to give back to our local and global communities
- Flexibility & Empathy - we understand that “life happens” and offer the necessary support to help our employees manage through it
Company HQ
Union Square, San Francisco, CA
Leadership
Steve Black
(Strategic Advisor)Works in Product and Strategy for EcoSmart Labs, and as an Advisor for AquaPrawnics. Previously gained 8 years experience as a consultant at Mercer and Oliver Wyman.
Share this job