A colossal revolution is happening in the way organizations engage with their customers which is pushing market research to become more captivating and Vision Critical is leading the charge. We are the world’s leader in providing technology and expertise to help companies recruit, engage and learn more about their own customers. We think fat binders of research results are boring so we figured out a way to make it more exciting. We’ve developed software to do internet based market research with lots of photos, videos, audio and 3d simulations. Why can’t research be fun? Some of the Fortune 500 companies, who happen to be our clients too, agree with us. We work with NHL, Westjet and Sirius Radio. We’ve become the world leaders in interactive research but we didn’t get there without good people. Are you one of them?
Our growth has created an immediate need for a:
Technical Support Analyst
Vancouver
POSITION RESPONSIBILITIES
• Managing resolution of technical issues for a distinct set of clients.
• Troubleshooting our web application. Issues to be resolved require a broad range of troubleshooting skills related to software functionality and client-created functions.
• Documenting and recording all activity and communication with customers according to departmental standards of quality, using the department’s ticketing system.
• Providing excellent client management inclusive of excellent communications, responsive follow through, and advocacy for client issues within internal departments. This position will analyze trends associated with the assigned customer base and report potential areas of risk or reward to Management. Success criteria are highly focused on customer satisfaction levels.
• Prioritizing numerous issues of varying severity, and effectively managing the resolution of all issues within accepted service levels. This includes ownership of the data entered into the CRM system and appropriately updating both client and appropriate internal employees of status of all issues on a timely basis.
• Executing upon fee-based services for clients.
• Collaborating extensively with peers, Account Managers, Development and Programmers to resolve client issues while actively contributing to a growing knowledge network that improves the effectiveness of our team and the information available to our clients.
• Analyzing technical trends with Vision Critical solutions to provide appropriate feedback to Product Development and Support management.
• Actively participate in biweekly team meetings by providing feedback on current day-to-day activity.
• Provide technical support coverage to Vision Critical customers during the working week and on Canadian holidays as necessary.
PROFESSIONAL QUALIFICATIONS
• 3 years + experience in a client facing call center, help desk or technical support environment or equivalent consulting experience.
• Understanding of Internet application technologies including; HTML, XML, Internet protocols, networking, firewalls, Web Server configurations, Internet application architectures and Internet security are needed.
• Experience in a self-directed work environment
• Demonstrated ability to research and resolve problems using a variety of resources and tools
• Strong communication skills in English, fluency in additional European languages is desirable.
• Market research skills would be an asset.
• Working knowledge of C# and the .Net Framework would be an asset
Interested applicants are invited to apply online at www.visioncritical.com or email your resume in pdf format to careers@visioncritical.com.
Vision Critical is a leader in the development, marketing and deployment of online research software in North America. The company''s innovative... [more]
