Technical Support Assosiate | Vodori

3 weeks ago

Old Toronto, Canada Gt Hq Full time

GT was founded in 2019 by a former Apple, Nest, and Google executive.GT’s mission is to connect the world’s best talent with product careers offered by high-growth companies in the UK, USA, Canada, Germany, and the Netherlands.

On behalf ofVodori, GT is looking for a Technical Support Associateinterested in helping customers achieve success with the software.

About the Client & the Project

Vodori is a SaaS technology company building robust, cloud-based software for life science companies. With strategic partnerships with industry leaders like IQVIA, a robust direct sales model, and a customer base of over 100 diversified life sciences leaders, we are looking for an enthusiastic and collaborative product expert with a passion for delighting customers.

About the Role

We are seeking an experienced, self-directed, and technically skilled Technical Support Associate to join our team. Reporting directly to the Technical Support Manager, this role will be pivotal in supporting our customers through efficient problem-solving and technical troubleshooting. The position is ideal for candidates who thrive in dynamic environments and are committed to delivering exceptional customer service.

We may be if you are looking for:

  • a company where the work you do every day makes a difference–a difference for our customers, our growing business, and your career;

  • a company whose mission is to transform lives by empowering life sciences companies to bring their vital drugs, vaccines, medical devices, and diagnostic solutions to market faster;

  • a company whose culture embraces putting the customer first, being bold and pursuing the unexpected, supporting the team, aspiring to excellence, moving, thinking and acting swiftly, and keeping things simple; and

  • a company that embodies its midwestern heritage where respect, trust, transparency, and humility are ever-present

Responsibilities:

  • Engage directly with customers over calls to resolve issues, providing high-level technical troubleshooting and support.

  • Manage and own incoming customer support requests, ensuring timely and accurate responses through email, chat, and phone/meeting following standard SLAs.

  • Deeply understand the functionality, market fit and configurable nature of the Vodori product suite.

  • Perform configuration changes, testing, and other technical services on behalf of customers.

  • Utilize Zendesk and Jira for tracking and managing escalated support tickets and ongoing technical projects.

  • Document and relay important customer feedback and technical issues to the product team to help enhance our software solutions.

  • Collaborate closely with technical and customer success teams to ensure a seamless customer experience.

Essential knowledge, skills & experience:

  • 1-3 years of relevant experience in technical customer support, ideally within a SaaS environment. Entry-level candidates with strong technical acumen are also encouraged to apply.

  • Highly collaborative and able to work cross-functionally internally and with customers to understand needs and gather requirements.

  • Proven ability to effectively prioritize work with strong follow-through and attention to detail on the completion of tasks.

  • Strong understanding of change control principles and experience using Github.

  • Strong problem-solving skills and ability to manage multiple tasks effectively.

  • Excellent communication skills, capable of handling customer interactions with empathy and professionalism.

  • Proficiency in SQL and data analytics with a strong understanding of Excel or Google Sheets, a plus.

Interview Steps

  1. GT interview with Recruiter

  2. Screen interview with Team Lead

  3. Panel interview

  4. Final interview with VP of Customer Success at Vodori

We go beyond usual perks… By working with us, you will get:

  • Health insurance

  • Lunches coverage

  • Psychotherapy assistance allowance

  • Gym allowance

  • Individual educational budget

  • 18 business days of paid vacation days per year.

  • Paid sick leaves.

  • All public holidays are paid days off.

GT working model:

You will work directly with a client through our Extended Team model. We try to do things differently and put our efforts into integrating you as deeply as possible into the client’s team. You work with the same tools and technologies as they do and are managed directly by the client without any intermediary in between. We help you build relationships and create an environment where you genuinely feel like a member of the client’s team. We also encourage trips to a client and join teambuilding and after-work activities. Our Extended Team model is focused on long-term projects that last over several years.

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