Top Benefits
About the role
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.
To thrive in this role, you'll need to be curious, technically savvy, and ready to dive into learning the Visier platform. 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.
Click here to meet a few of our team members and hear what it's like to be a TSA at Visier!
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 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
- 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
- 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
The base pay range for this position in Canada is $50k - $65k / year + bonus
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.
Instagram - @visier_inc
Linkedin - https://www.linkedin.com/company/visier-analytics/
Visier Candidate Privacy Notice and Recruiter Policy
About Visier
Visier is the recognized global leader in people analytics and on-demand answers for people-powered business. Founded in 2010 by the pioneers of business intelligence, Visier focuses on what matters to business leaders: revealing the fundamental questions and actionable truths capable of elevating your employees - and your business - to new heights. Headquartered in Vancouver, BC with offices and team members worldwide, Visier has 15,000 customers in 75 countries around the world, including enterprises like Adobe, BASF, Bridgestone, Electronic Arts, McKesson, Merck KGaA, Uber, and more.
Top Benefits
About the role
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.
To thrive in this role, you'll need to be curious, technically savvy, and ready to dive into learning the Visier platform. 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.
Click here to meet a few of our team members and hear what it's like to be a TSA at Visier!
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 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
- 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
- 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
The base pay range for this position in Canada is $50k - $65k / year + bonus
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.
Instagram - @visier_inc
Linkedin - https://www.linkedin.com/company/visier-analytics/
Visier Candidate Privacy Notice and Recruiter Policy
About Visier
Visier is the recognized global leader in people analytics and on-demand answers for people-powered business. Founded in 2010 by the pioneers of business intelligence, Visier focuses on what matters to business leaders: revealing the fundamental questions and actionable truths capable of elevating your employees - and your business - to new heights. Headquartered in Vancouver, BC with offices and team members worldwide, Visier has 15,000 customers in 75 countries around the world, including enterprises like Adobe, BASF, Bridgestone, Electronic Arts, McKesson, Merck KGaA, Uber, and more.