Sr. Technical Support Consultant

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 to help communicate customer needs and urgency

What you’ll bring to the table…

• 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

Most importantly, you share our values...

• You roll up your sleeves
• You make it easy
• You are proud
• You never stop learning
• You play to win

The base pay range for this position in the Canada is 73k - 91k + bonus. We are accepting applicants to follow a hybrid working model in Vancouver and remotely Toronto. 

The compensation offered will be determined by factors such as relevant qualifications, experience, knowledge and skills. Many of our positions are eligible for additional types of compensation (e.g., commission plans, bonus, etc.) which our Talent Acquisition team will share with you if you interview for the role.

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