CAREERS - Technical Support Representative
Performance of the role:
- Technical Customer Support for Varicent’s Sales Performance Management (SPM) Suite of Products
- Respond to customer’s telephone and e-mail requests for support as required
- Troubleshoot product issues on database, web and application servers.
- Take ownership of support issues and resolve or escalate as required to ensure their timely resolution and overall client satisfaction
- Liaise with Quality Assurance, Development and Professional Services to prioritize, escalate and monitor customer support issues
- Plan activities jointly with support and services team to ensure effective support coverage and no single point of failure
- Review results of software patches and upgrades designed to resolve customer support issues
- Work with hosting facility and client IT to support strong, stable and secure client production environments
- Guide customers through product upgrades and installations and provide product overviews;
- Complete call logs and reports
- Recognize, document and alert the Support Manager of trends in customer calls.
- Recommend process improvements
Skills and Competencies:
- Advanced analytical, decision-making and troubleshooting skills
- Demonstrate excellent verbal and written communication skills with experience working in a support environment, either supporting internal or external clients
- Intermediate knowledge of RDBMS
- OLAP database experience is a strong asset
- Intermediate to expert knowledge of Microsoft SQL Server
- Experience installing, configuring and troubleshooting web servers
- Experience with providing support including phone support
Product Knowledge:
- Communicates the capabilities and design of Varicent software
- Assists the customer in making decisions to properly and creatively utilize features to meet the customer’s needs
- Presents solutions that are consistent with the architecture and the design of Varicent’s application
- Demonstrates the ability to learn new application functionality – strives to be a Product expert
Customer Focus:
- Builds and maintains a reference-able customer relationship
- Exhibits a sense of urgency in providing quality support to both internal and external customers
- Earns trust and credibility throughout Varicent and the customer organization
- Seeks to understand customer issues and delivers appropriate solutions
Execution of Deliverables:
- Adhere to Varicent’s structured application support processes & tools
- Completes work accurately and thoroughly
- Completes tasks in a timely manner within the timeframe established
- Holds self accountable for work products and ensures quality of end results
- Anticipates problems in advance and provides solutions to minimize risks
- Ability to multi-task and respond effectively under constraints of changing time frames and priorities
Professionalism:
- Represents Varicent and our Partners in a positive manner
- Holds self accountable for personal conduct
- Takes ownership of issues – focuses on solving problems
Open Communication:
- Escalates issues immediately to Support Manager or Senior Management
- Enables others to succeed through the sharing of information
- Frequently communicates issues, results and challenges
Teamwork:
- Helps others overcome obstacles
- Initiates and supports teamwork across departments and the organization
Self-Management:
- Proactive and able to work with minimal supervision
- Ability to work flexible hours and overtime with minimal notice
Please email all applications to careers@varicent.com with the subject line ‘Client Support Representative.'
We thank all candidates for their applications; however only those selected for an interview will be contacted.
