Technical Support Analyst I at Visier Solutions Inc

Visier is seeking a Technical Support Analyst I to join its Customer Success organization in Singapore. The role involves supporting external customers in the APAC region using Visier’s platform. The Technical Support Analyst will demonstrate excellent communication, analytical, and customer service skills, gathering detailed information about customer issues and working to resolve them effectively while providing a great customer experience.

This is a hybrid role with the expectation to work out of Visier's Singapore office a few times a week.

Responsibilities include:

• Collaborating with customers to transform their business problems into customizations within the product.
• Communicating with internal team members and key stakeholders.
• Providing quality and timely support to customers.
• Monitoring cases in the ticketing system and ensuring timely resolution.
• Creating knowledge-based articles and documentation.
• Coordinating Customer Service functions to diagnose, troubleshoot and solve clients technical issues.
• Working with various teams to communicate customer needs and urgency.
• Participating in the on-call rotation.

Requirements include:

• 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.
• Experience gathering and writing requirements from customers.
• Experience supporting/troubleshooting browser-based software solutions.
• Excellent interpersonal and communication skills.
• Efficient time management skills.
• Ability to anticipate and predict potential cascading effects of changes.
• Experience using Issue Tracking/Management systems.
• Adaptability to new processes, methods and tools.

Visier offers:

• Opportunity to work with a leader in AI-powered people analytics.
• Chance to drive better business outcomes for customers.
• Be part of on-call rotation