Technical Writing Specialist

Technical Support Analyst Location Remote : Visier gives organizations a Workforce AI Edge: a set of AI-powered capabilities that help leaders understand the relationship between people and work, elevate the productivity of their employees, and win by adapting to change faster. The company is the global leader in AI-powered people analytics, workforce planning, and compensation management solutions. All Visier technology is underpinned by its Real-time People Data Platform, which uses AI to unlock the business-transforming potential of people data, work data, and the fusion of both. Founded in 2010 by the pioneers of business intelligence, Visier has over 60,000 customers in 75 countries—including enterprises like BASF, Panasonic, Experian, Amgen, eBay, Ford Motor Company, and more.

As part of Visier's Customer Success team, you'll be the go-to person for helping our customers once they're up and running in our platform. You'll tap into your customer service mindset, problem-solving skills, and knack for clear communication to get to the heart of issues, sort them out quickly, and make every interaction a great experience.

You'll be working directly with customers, so being able to think on your feet, juggle priorities, and set clear expectations is key.

This role is remote and based in Eastern Canada so you're well-positioned to support our customers effectively in their time zone.

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

Minimum 2 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 maintaining accurate customer interaction documentation and quality case management records

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

The base pay range for this position in Canada is $50k - $65k / year + bonus

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