Transforming Sales Performance Management
We're redefining how organizations achieve revenue success by empowering revenue leaders to design smarter go-to-market strategies, maximize seller performance, and unlock untapped potential.
* Innovate with purpose: Build impactful solutions for customers worldwide.
* Join excellence: Work in a diverse, collaborative, and innovative team.
* Shape the future: Lead in redefining revenue optimization.
* Grow together: Unlock your potential in a supportive environment.
The Opportunity
Our Technical Support Team serves as the frontline of customer success, providing expert assistance to users navigating our SaaS solutions. They troubleshoot technical challenges, answer complex queries, and ensure that customers can maximize the value of our products.
The Team
The Technical Analyst I works with clients to resolve issues, lead conversations and coordinate activities across departments, and reproduce issues to maintain high client satisfaction.
Technical Skills
* 1+ years of relevant technical experience.
* Familiar with relational databases concepts, both basic administration and SQL scripting.
* Familiar with client-server architecture.
* Ability to communicate clearly (both verbally and in written form) technical instructions to people with limited experience.
* Sharing best practices for the utilization and deployment of Varicent products.
* Help customers maximize their product's business value.
* Troubleshooting experience for web-based applications.
Collaboration And Communication
* CEFR B2 level English proficiency or higher is required.
* Ability to work and collaborate effectively in cross-functional teams.
What You'll Do
* Resolve technical problems by troubleshooting incidents, including but not limited to collecting detailed problem description, traces, log files, and replication.
* Communicate progress of investigation with clients while ensuring all related records are properly updated in the CRM system.
* Proficient in utilizing all support tools and processes to resolve cases.
* Share best practices for the utilization and deployment of Varicent products.
* Support KPI targets (SLA, QA, Resolution, etc.).
* Available for scheduled weekend coverage for on-call rotation.
Timeline
* Efficiently familiarize oneself with the organization's systems, processes, and team dynamics.
* Establish a working knowledge of key technologies and tools relevant to the role.
* Complete training and start solving support cases.
* Demonstrate proficiency in using relevant analytical tools and technologies.
* Be able to solve 90% of cases without need for assistance.
* Actively contribute to team projects and initiatives.
* Be able to solve 99% of cases without assistance, help build knowledge for the rest of the team.
* Conduct in-depth analysis of complex technical issues and provide well-reasoned solutions.
* Proactively anticipate and address potential challenges before they escalate.
* Build and maintain positive relationships with key stakeholders.
Note
* Candidates selected for this position will be hired by Varicent's designated professional employer organization.
* This role requires employees to work within Eastern Standard Time (EST) business hours.
* This position is fully remote.
Benefits
* Market leading compensation package.
* Wellness programs to support health and wellbeing.
* Working with the latest tools and technologies in a fast-paced environment.
* Remote work flexibility.
* Comprehensive employee insurance coverage: Medical, Dental, Vision, Life Insurance.
* Annual time off: Time off is provided in accordance with applicable legislative requirements.
* Global connected culture: Hubs in Romania, UK, US, Canada.
* Dynamic work culture: Thrive in our innovative and multicultural environment.
* Grow with us: Continuous development opportunities.