Technical Support Analyst – EMEA

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🔥 4 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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E-Solutions

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2003

"Empowering Technology Services”

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• Competitive salary, and top-tier health and wellness benefits • Stock options and/or bonus based on your role, location, and employment type • Annual company All Hands in Vancouver, our entire organization travels to our Vancouver HQ for a week of team building, learning and breakout sessions