Technical Analyst I

2 months ago

Toronto, Ontario, Canada Varicent Full time
About Varicent

Varicent is a leading provider of sales performance management software, founded in 2005 and acquired by IBM in 2012. We have since re-established ourselves as an independent global business, serving mid-size and enterprise clients with our comprehensive suite of solutions. Our mission is to empower organizations to optimize their sales performance and drive revenue growth.

Job Summary

We are seeking a highly skilled Technical Analyst to join our team. As a Technical Analyst, you will play a critical role in supporting our customers and business partners, working closely with our technology leaders to resolve complex technical issues and provide exceptional customer experiences.

Key Responsibilities
  • Resolve complex technical problems across multiple products, troubleshooting incidents and providing detailed problem descriptions, traces, and log files.
  • Regularly communicate progress to clients, ensuring all related records are properly updated in our CRM system.
  • Cross-collaborate with developers and peers to share knowledge and best practices.
  • Help customers maximize their product's business value by sharing knowledge and expertise.
  • Contribute to the Support Project Roadmap and meet support KPI targets and SLAs.
Requirements
  • Fluency in English, with fluency in Spanish or French an asset.
  • Minimum 2 years experience in a technical client-facing role.
  • General software troubleshooting skills and experience working with relational databases, client-server architecture, and web-based applications.
  • Ability to communicate technical instructions clearly to people with limited experience.
Success Factors
  • Efficiently familiarize oneself with the organization's systems, processes, and team dynamics within 1-3 months.
  • Demonstrate proficiency in using relevant analytical tools and technologies within 4-6 months.
  • Solve 90% of cases without assistance and actively contribute to team projects and initiatives within 4-6 months.
  • Solve 99% of cases without assistance and provide well-reasoned solutions within 7 months and beyond.
What We Offer
  • An annual education allowance.
  • No meeting on Wednesdays.
  • Flex Fridays.
  • Generous time off, including your birthday.
  • Employee and Family Assistance.
  • Amazing colleagues to learn from.

Varicent is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. If you require accommodation at any time during the recruitment process, please email us.

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