Application Support Analyst

2 weeks ago

Vancouver, Canada Vena Solutions Full time

This is a flexible position and has the option of working in our Toronto office full time, hybrid throughout the week or working entirely remotely. _#LI-Remote_

**About the role**:
We believe that understanding and valuing our customers is the key to success. As Vena's Application Support Analyst, you will be responsible for creating a World Class customer experience with every customer interaction. The day-to-day will include assisting customers with product related questions, troubleshooting technical issues, providing guidance and recommendations, engaging internal teams to drive issues to resolution, and more.

We are looking for an individual who aims to provide constant value to our customers while looking for ways to improve our Support offering. The Application Support Analyst will be a dependable, agile, adaptive, self-starter. Are you ready to work in a fast-paced, exciting environment that will challenge you each day and contribute to your personal and professional growth?

**What you will do**:

- Prioritize and resolve a high volume of customer requests within Service Level Agreements (SLAs) and ensure interactions result in high customer satisfaction scores
- Assist customers with product related questions, troubleshoot technical issues, provide technical guidance and recommendations
- Clearly set and communicate expectations to customers and internal stakeholders
- Manage customer expectations regarding issue priority, resolution time, and suitability of workaround provided
- Provide timely updates and remain responsive throughout a request
- Collaborate with and engage internal teams to drive issues to resolution
- Proactively monitor for emerging patterns and raise awareness around customer feedback and challenges
- Creating Knowledge base articles, internal guides, and other team assets, as required 85% is spent on resolving customer issues
- 5% in meetings (1:1, team huddles etc.)
- 10% ongoing training

**Does this sound like you?**:

- 1+ year of technical support experience
- Post-secondary education in Computer Science, Computer Representatives Information Systems, Information Technology, or equivalent experience
- Knowledge of SQL, SQL Server, and cube technology and advanced experience in Microsoft Excel, including macros, VBA, Pivot tables
- Excellent troubleshooting, problem-solving, time management and organization skills Ability to learn quickly and respond to changing customer needs and demands Exceptional written and verbal communication
- Comfortable with shift work

**Not checking every box?**

**Why choose Vena?**
- **Total Rewards**: Grow with Vena and celebrate its success with our Employee Stock Option Program (ESOP). We look ahead and invest in your future with our Retirement Savings Matching Program. We also provide comprehensive health benefits through our employer group plan effective from day one.
- **Unique Culture**: Join us in our ongoing commitment to build a diverse and inclusive workplace. Every voice, action and idea matters at Vena.
- **Career Growth**:We invest in your job training, professional development and continuing education and offer an Education Subsidy. Pursue your interests and chart your growth towards a new position on your current team or a new one. **Vena had 180+ employee promotions and internal moves to new roles in 2021**:

- **Executive Leadership**: Be inspired by our executive leadership as they lead and motivate our team.
- **Read what employees say about working at Vena**
- Glassdoor
- Comparably
- Indeed

Vena celebrates the differences that make us all unique and strives to make our workplace accessible however we can.

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