Software Support Analyst | Visier Solutions Inc | Remote (Canada)
Posted 2025-09-08
Remote, USA
Full Time
Immediate Start
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Visier is the leader in people analytics and we believe in a ‘people-first’ approach to business strategy. Our innovative technology transforms the way that organisations make decisions, allowing them to elevate their employees and drive better business outcomes. Embarking on an exciting new chapter in our growth story, we are looking for talented individuals who can help both Visier and our customers grow, evolve and win!</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">As a member of Visier’s Customer Success organization, the Software 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.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">A curious mindset, strong technical aptitude and the ability to learn the Visier platform is a must for the Software 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.</p>
<h3 class=" text-white font-semibold text-lg mb-2"><strong class=" font-semibold">What you’ll be doing…</strong></h3>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Collaborate with our customers to transform their business problems into customizations within our product</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Communicate with internal team members and key stakeholders, applying technical leadership and expertise to ensure customer needs are met</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Act as a product expert (technical and functional) for Visier’s SaaS product and services both internally and externally</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Provide quality and timely support to customers per the severity of the issue and the contractual Service Level Agreement (SLA)</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">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</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Monitor all cases in our ticketing system and ensure timely resolution and closure of these cases</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Respond to and resolve alerts received from our monitoring tool in a timely manner</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Create knowledge-based articles and documentation to support other support team members and customers</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Coordinate Customer Service functions to diagnose, troubleshoot and solve our clients technical issues in a timely and professional manner</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Work with our Professional Services, Customer Success, Development and Product Management teams to help communicate customer needs and urgency</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Be part of our on-call rotation and be available to work evening, weekend, and holiday shifts when needed</span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">What you’ll bring to the table…</p>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Minimum 3 years’ experience in a technical, customer-facing support role</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Post-secondary education in a related field, or equivalent</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Strong knowledge of data and database management systems</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Strong analytical and problem-solving skills, ability to think about complex problems and come up with creative solutions for online-based applications</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Experience gathering and writing requirements from customers</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Experience supporting/troubleshooting browser-based software solutions</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Excellent interpersonal and communication skills with polished telephone etiquette, and the ability to comfortably present and explain complex concepts via phone and webinars</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Experience maintaining accurate customer interaction documentation and quality case management records</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Efficient time management skills; ability to work under pressure and remain calm and organized</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Ability to anticipate and predict potential cascading effects of changes made within customer environments</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Proven track record of working remotely with the ability to be a collaborative team player that builds positive relationships with other team members</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Hands-on experience using Issue Tracking/Management systems like ServiceNow and JIRA</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Adaptable to new processes, methods and tools</span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Most importantly, you share our values…</strong></p>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">You roll up your sleeves</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">You make it easy</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">You are proud</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">You never stop learning</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">You play to win</span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">The base pay range for this position in Canada is $50,000 -$60,000 / year + bonus.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">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.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">See the #VisierLife in action</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold"><a href="@visierlife" target="_blank" class="break-all font-medium underline hover:opacity-75" rel="noopener noreferrer">Instagram</a> –</strong> @visierlife</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><a href="https://www.linkedin.com/company/visier-analytics/" target="_blank" class="break-all font-medium underline hover:opacity-75" rel="noopener noreferrer nofollow"><strong class=" font-semibold">Linkedin</strong></a> – https://www.linkedin.com/company/visier-analytics/</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Hear what it’s like to work Visier <a href="https://youtube.com/playlist?list=PL6ZoBrScU7GILApMx%5FmlB4hRJt2xd%5FWmv" target="_blank" class="break-all font-medium underline hover:opacity-75" rel="noopener noreferrer nofollow">here </a></strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><a href="https://www.visier.com/candidate-privacy-notice-and-recruiter-policy/" target="_blank" class="break-all font-medium underline hover:opacity-75" rel="noopener noreferrer nofollow"><strong class=" font-semibold">Visier Candidate Privacy Notice and Recruiter Policy</strong></a></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">As a member of Visier’s Customer Success organization, the Software 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.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">A curious mindset, strong technical aptitude and the ability to learn the Visier platform is a must for the Software 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.</p>
<h3 class=" text-white font-semibold text-lg mb-2"><strong class=" font-semibold">What you’ll be doing…</strong></h3>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Collaborate with our customers to transform their business problems into customizations within our product</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Communicate with internal team members and key stakeholders, applying technical leadership and expertise to ensure customer needs are met</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Act as a product expert (technical and functional) for Visier’s SaaS product and services both internally and externally</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Provide quality and timely support to customers per the severity of the issue and the contractual Service Level Agreement (SLA)</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">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</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Monitor all cases in our ticketing system and ensure timely resolution and closure of these cases</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Respond to and resolve alerts received from our monitoring tool in a timely manner</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Create knowledge-based articles and documentation to support other support team members and customers</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Coordinate Customer Service functions to diagnose, troubleshoot and solve our clients technical issues in a timely and professional manner</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Work with our Professional Services, Customer Success, Development and Product Management teams to help communicate customer needs and urgency</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Be part of our on-call rotation and be available to work evening, weekend, and holiday shifts when needed</span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">What you’ll bring to the table…</p>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Minimum 3 years’ experience in a technical, customer-facing support role</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Post-secondary education in a related field, or equivalent</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Strong knowledge of data and database management systems</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Strong analytical and problem-solving skills, ability to think about complex problems and come up with creative solutions for online-based applications</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Experience gathering and writing requirements from customers</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Experience supporting/troubleshooting browser-based software solutions</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Excellent interpersonal and communication skills with polished telephone etiquette, and the ability to comfortably present and explain complex concepts via phone and webinars</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Experience maintaining accurate customer interaction documentation and quality case management records</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Efficient time management skills; ability to work under pressure and remain calm and organized</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Ability to anticipate and predict potential cascading effects of changes made within customer environments</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Proven track record of working remotely with the ability to be a collaborative team player that builds positive relationships with other team members</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Hands-on experience using Issue Tracking/Management systems like ServiceNow and JIRA</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Adaptable to new processes, methods and tools</span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Most importantly, you share our values…</strong></p>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">You roll up your sleeves</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">You make it easy</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">You are proud</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">You never stop learning</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">You play to win</span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">The base pay range for this position in Canada is $50,000 -$60,000 / year + bonus.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">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.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">See the #VisierLife in action</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold"><a href="@visierlife" target="_blank" class="break-all font-medium underline hover:opacity-75" rel="noopener noreferrer">Instagram</a> –</strong> @visierlife</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><a href="https://www.linkedin.com/company/visier-analytics/" target="_blank" class="break-all font-medium underline hover:opacity-75" rel="noopener noreferrer nofollow"><strong class=" font-semibold">Linkedin</strong></a> – https://www.linkedin.com/company/visier-analytics/</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Hear what it’s like to work Visier <a href="https://youtube.com/playlist?list=PL6ZoBrScU7GILApMx%5FmlB4hRJt2xd%5FWmv" target="_blank" class="break-all font-medium underline hover:opacity-75" rel="noopener noreferrer nofollow">here </a></strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><a href="https://www.visier.com/candidate-privacy-notice-and-recruiter-policy/" target="_blank" class="break-all font-medium underline hover:opacity-75" rel="noopener noreferrer nofollow"><strong class=" font-semibold">Visier Candidate Privacy Notice and Recruiter Policy</strong></a></p>