Sr. Technical Support Consultant
Toronto, ON, Canada · Vancouver, BC, Canada
Visier is the leader in people analytics and we believe in a 'people-first' approach to business strategy. Our innovative technology transforms the way that organisations make decisions, allowing them to elevate their employees and drive better business outcomes. Embarking on an exciting new chapter in our growth story, we are looking for talented individuals who can help both Visier and our customers grow, evolve and win!
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.
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 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. 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.
What you’ll be doing…
- 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 …
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- Collaborate with teams
- Consult with customers
- Provide technical support
Analytical Analytics Business Intelligence Business strategy Case Management Communication Customer service Customer Success Database Management Data Management Documentation Interpersonal People Analytics Power BI Problem-solving Product Management Qlik SaaS SQL Tableau Talent Acquisition Technical Support Time Management
Experience5 years
EducationBusiness Post-secondary Post-secondary education Related Field
Certifications TimezonesAmerica/Edmonton America/Moncton America/Regina America/St_Johns America/Toronto America/Vancouver UTC-3 UTC-4 UTC-5 UTC-6 UTC-7 UTC-8