Description

JOB TITLE: Technical Support Specialist
JOB LOCATION: remote
WAGE RANGE*: 80 - 100
JOB NUMBER: 27501797

REQUIRED EXPERIENCE:
Visier Case management, Problem solving, SQL, Technical support Documentation, Customer service SAAS

JOB DESCRIPTION

Provide quality and timely support to customers per the severity of the issue

Work with Visier Platform Management team, partners and customers to anticipate, identify and respond to issues they experience with Visier's solutions, and address customers technical concerns and requests.

Monitor all tickets in our ticketing system and ensure timely resolution and closure of these tickets

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

Act as a product expert (technical and functional) for Visier's SaaS product and services both internally and externally

Diagnose, troubleshoot and solve our clients technical issues in a timely and professional manner

Skills:
Strong knowledge of Visier with Visier Certified Developer certification, with good SQL language skills

Strong analytical and problem-solving skills, ability to think about complex problems and come up with creative solutions for online-based applications

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 video calls

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

Ability to prioritize work and perform ongoing changes within the work environment

Education:
Bachelor's Degree preferred or equivalent professional qualification 2+ years client service experience. 2-4 years experience in a technical support role.

Equal Opportunity Employer Veterans/Disabled

* While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.