Technical Analyst I

1 month ago

Old Toronto, Ontario, Canada Varicent Full time
About Varicent

Varicent is a leading provider of sales performance management software, recognized by Forrester as a named leader in the industry. Founded in 2005, the company has evolved rapidly, becoming 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-established as an independent global business, serving mid-size and enterprise clients with a comprehensive suite of solutions.

We are seeking talented and driven individuals who can make a meaningful impact across our organization. As a Technical Analyst at Varicent, you will have the opportunity to work closely with experienced technology leaders, supporting our customers and business partners through various communication channels.

Key Responsibilities
  • Resolve complex technical issues across multiple products, troubleshooting incidents, and collaborating with developers and peers.
  • Regularly communicate progress with clients, ensuring accurate records are maintained in our CRM system.
  • Share best practices for utilizing and deploying Varicent products, helping customers maximize their product's business value.
  • Contribute to the Support Project Roadmap and meet support KPI targets and SLAs.
Requirements
  • Fluency in English, with Spanish or French as an asset.
  • Minimum 2 years of experience in a technical client-facing role.
  • General software troubleshooting skills, including logical problem-solving.
  • Familiarity with relational databases, client-server architecture, and web-based applications.
  • Ability to communicate technical instructions clearly to those with limited experience.
Success Factors
  • Efficiently familiarize oneself with Varicent'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 independently and actively contribute to team projects within 4-6 months.
  • Solve 99% of cases independently, provide well-reasoned solutions, and build positive relationships with stakeholders within 7 months and beyond.
Benefits
  • 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 accomodations@varicent.com

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