Technical Support Analyst I - EMEA

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 regionAs 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 metAct as a product expert (technical and functional) for Visier’s SaaS product and services, both internally and externallyProvide 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 casesRespond to and resolve alerts received from our monitoring tool in a timely mannerCreate knowledge-based articles and documentation to support other support team members and customersCoordinate Customer Service functions to diagnose, troubleshoot and solve our clients' technical issues in a timely and professional mannerWork with our Professional Services, Customer Success, Development and Product Management teams to help communicate customer needs and urgencyBe part of our on-call rotation and be available to work evening, weekend, and holiday shifts when neededWhat you’ll bring to the table…Minimum 3 years’ experience in a technical, customer-facing support rolePost-secondary education in a related field, or equivalent Strong knowledge of data and database management systemsStrong analytical and problem-solving skills, ability to think about complex problems and come up with creative solutions for online-based applicationsExperience gathering and writing requirements from customersExperience supporting/troubleshooting browser-based software solutionsExcellent 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 recordsEfficient time management skills; ability to work under pressure and remain calm and organizedAbility to anticipate and predict potential cascading effects of changes made within customer environmentsProven track record of working remotely with the ability to be a collaborative team player who builds positive relationships with other team membersHands-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 sleevesYou make it easyYou are proudYou never stop learningYou 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, learni