As a Technical Analyst you will have the opportunity to work side-by-side with some of the most experienced technology leaders for both on-premise and SaaS products to support our customers/business partners and connect with them by telephone, email and social media e.g. connection sites, forums and other state of the art communication methods. You will also be exposed to a variety of technologies and take responsibility for the creation of a positive customer experience.
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.
What you will do:
- Resolve complex technical problems across multiple products by troubleshooting incidents, collecting detailed problem description, traces and log files, and then replication of the issue.
- Regularly communicate the progress of your investigation with the client while ensuring 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.
- Sharing knowledge within practice, based on project experience and lessons learned.
- Contribute to the Support Project Roadmap
- Meet support KPI targets and SLAs
What you will bring:
- Fluency in English
- 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 problem-solving)
- Familiar with client server architecture
- Experience working with and troubleshooting web-based applications
- Ability to communicate clearly (both verbally and in written form) technical instructions to people with limited experience
