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Technical Analyst

3 months ago

Toronto, Ontario, Canada Varicent Full time

A named leader by Forrester in the sales performance management space, Varicent was founded in 2005 when we pioneered sales performance management software.

Evolving quickly to become the fastest growing software company in North America according to Deloitte's Fast 50 in 2010, Varicent was acquired by IBM in 2012 and has since been re-founded as an independent global business serving mid-size and enterprise clients with our full suite of solutions to assist in smarter territory and quota planning, efficient lead to revenue operations, and the fastest and most flexible way to pay sellers accurately and on-time.

We are looking for talented, driven people that can make an impact across our organization.


Technical Analysts are at the center of our after sales value proposition to our clients and you will lead conversations and coordinate activities with experts and leaders across departments and divisions in Varicent.

This is a remote opportunity. The successful incumbent will work varied shifts and must be available days, afternoons, and overnights and weekends on rotation

What you'll do:

  • Resolve technical problems in all areas of your assigned products by troubleshooting incidents, collecting detailed problem description, traces and log files, and then replication of the issue.
  • Regularly inform customers on the progress of your investigation and ensure that all related records are properly updated in our CRM system. Cross collaboration with developers and peers will become part of your daily routines.
  • Sharing best practices for the utilization and deployment of Varicent products is elementary to your customer communication and you will help customers maximize their product's business value.
  • Meet support KPI targets and SLAs
- work varied shifts and must be available days, afternoons, and overnights and weekends on rotation

What you'll bring to Varicent:

  • Fluency in English and fluency in Spanish or French is an asset
  • Minimum 1 years experience in a technical client facing role
  • General software troubleshooting skills (broad experience in logical problemsolving)
  • Familiar with client server architecture
  • Ability to communicate clearly (both verbally and in written form) technical instructions to people with limited experience

Success Factors:

-
1-3 Months:

  • 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 taking support cases.
-
4-6 Months:

  • 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.
-
7 months & beyond:

  • Be able to solve 99% of cases without assistance, help build knowledge for the rest of team.
  • Conduct indepth analysis of complex technical issues and provide wellreasoned solutions.
  • Proactively anticipate and address potential challenges before they escalate.
  • Build and maintain positive relationships with key stakeholders.