At a Glance
- Tasks: Provide top-notch support for our Enterprise SaaS customers in the EMEA region.
- Company: Join Visier, a leader in Workforce Intelligence and people analytics.
- Benefits: Competitive salary, health benefits, stock options, and remote work flexibility.
- Other info: Exciting career growth opportunities and a collaborative work environment.
- Why this job: Be part of a dynamic team transforming business challenges into innovative solutions.
- Qualifications: 3+ years in technical support, strong analytical skills, and excellent communication.
The predicted salary is between 35000 - 45000 £ per year.
Visier is the global leader in Workforce Intelligence that powers every people decision. We bring Workforce AI to life for HR departments through our award-winning, agentic AI technology by surfacing the insights leaders need to plan, decide, and act with confidence in the moments that matter most. As the market leader in people analytics, workforce planning, organizational design, and manager effectiveness solutions, we fuel smarter decision-making for organizations across the globe. Our mission is to help businesses lead with insight at scale as they continuously transform.
Founded in 2010 by the pioneers of business intelligence, we have over 85,000 customers in 75 countries—including enterprises like BASF, Panasonic, Domino’s Pizza, Experian, Amgen, eBay, and Ford Motor Company.
Visier is seeking a Technical Support Analyst with an analytical mindset and a passion for problem-solving to provide exceptional application support and service for our highly valued Enterprise SaaS customers in the EMEA region. As a member of Visier’s Customer Experience organization, the Technical Support Analyst will be responsible for supporting our external customer base once they are in our production environment. 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.
This is a new role in our EMEA region, and we are looking for someone who will be able to support our customers in this area and interact with our EMEA team to ensure high-quality customer service. A curious mindset, strong technical aptitude and the ability to learn the Visier platform are a must for the Technical Support Analyst 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…
- 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.
What you’ll bring to the table…
- 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.
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.
How we work & what we offer...
- Centrally located, modern office with quick access to public transit.
- Annual company All Hands in Vancouver, our entire organization travels to our Vancouver HQ for a week of team building, learning and breakout sessions.
- Competitive salary, and top-tier health and wellness benefits.
- Stock options and/or bonus based on your role, location, and employment type.
Benefits and working arrangements may vary depending on your seniority, location and employment type. 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.
Technical Support Analyst - EMEA employer: Visier Solutions
Visier is an exceptional employer that fosters a collaborative and innovative work culture, where employees are encouraged to roll up their sleeves and continuously learn. With a focus on employee growth, Visier offers competitive salaries, top-tier health benefits, and opportunities for stock options or bonuses, all within a modern office environment conveniently located for easy access. Joining the EMEA team as a Technical Support Analyst means being part of a mission-driven company that values insight and teamwork, providing you with the chance to make a meaningful impact in the world of Workforce Intelligence.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Analyst - EMEA
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Visier Solutions. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Visier Solutions before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Analyst - EMEA
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Visier Solutions:Your cover letter is your chance to shine! Tell us why you want to work at Visier Solutions specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Visier Solutions!
How to prepare for a job interview at Visier Solutions
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
