Technical Support Consultant

Job Summary

As a Technical Support Consultant, you will play a significant role in Performio providing world class support to our customers. With our tried and tested onboarding process, you will soon become familiar with the Performio product and company.

You will draw on previous support experience to monitor for new support requests in Zendesk, provide initial triage with 1st and 2nd level support, ensuring the customer is kept up to date and the request is completed within a timely manner.

You will collaborate with other teams to ensure more complex requests are managed efficiently and will provide feedback to help improve product and solution knowledge as well as processes.

Answers to questions asked by customers that are not in the knowledge base will be reviewed and added to the knowledge base if appropriate. We re looking for someone who thinks ahead, recognising opportunities to help customers help themselves.

You will help out with configuration changes and testing, furthering your knowledge and experience of Performio. You may also be expected to help out with Managed Service, Implementation and Work Order related tasks from time to time.

What will you be doing:

• Monitoring and triaging new Support requests submitted by customers using our Zendesk Support Portal
• Providing 1st and 2nd line support for Support requests
• Investigate, reproduce and resolve Customer issues within the required Service Level Agreements
• Maintain our evolving knowledge base
• Clear and concise documentation of root causes and resolution
• Assist with the implementation and testing of Change Requests and implementation projects
• As your knowledge of the product grows, make recommendations for solutions based on client s requests
• Assist in educating our clients compensation administrators applying best practices

What we re looking for:

• Passion for customer service with a communication style that can be adapted to suit the audience
• A problem solver with a range of troubleshooting methodologies
• Experience in the Sales Compensation industry
• Familiar with basic database concepts, spreadsheets and experienced in working with large datasets (Excel, Relational Database Tables, SQL, ETL or other types of tools/languages)
• 4+ years of experience in a similar role (experience with ICM software preferred)
• Experience with implementation & support of ICM solutions like SAP Commissions, Varicent, Xactly will be a big plus
• Positive Attitude - optimistic, cares deeply about company and customers
• High Emotional IQ - shows empathy, listens when appropriate, creates healthy conversation dynamic
• Resourceful - has a "Ill figure it out" attitude if something they need doesnt exist

Bonus:

• Experience using Zendesk or other Support Portals
• Experience implementing SaaS Applications
• Intermediate knowledge of SQL

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

Disclaimer: The job location mentioned in this description is based on publicly available information or company headquarters. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.