Customer Operations & Support

Company Information

Visier is a software-as-a-service startup located in Vancouver, Canada founded by a couple of the pioneers of the business intelligence software industry.  To fuel our growth plans, we require talented individuals who will thrive in the relative chaos of a startup-up environment, and who love rolling up their sleeves, being highly creative, and diving in to achieve success.

Our vision is ambitious – to redefine the field of Business Analytics by creating domain-specific and end-user centric analytic applications, rather than simply building hard to use, generic business intelligence tools targeted at IT departments.  Our first mission is to bring the UX-centric design revolution that has occurred in the consumer software world over the past few years into the domain of human resources analytics.  The goal is to identify the most important insights and deliver them to our users in an easy to use and highly visually attractive way.  We are still a small development team, and so we are looking for people who want to grow, learn, and wear multiple hats.

 

Customer and Data Operations

The Customer and data operations team is responsible for the deployment and ongoing operations of our analytic application, and the ultimate success of our customers’ deployments and use of our applications.  This covers a variety of different disciplines, including:

• Data integration
• Data testing and quality management
• Extraction, Transformation and Load routine construction and maintenance
• Application configuration
• Quality assurance testing of application functionality and configuration changes
• Project lead and customer interaction throughout the data on-boarding process
• Customer phone and email support

Candidate Basic Requirements

Form an integral part of a team with varying responsibilities, ensuring the success of our customer’s deployments, and providing assistance and support services where necessary.

Specifics as follows:

• Engage with new and existing customers to integrate their source data into the standard data warehouse format and configure the application to customer requirements by way of an on-boarding process
• Interact with the customer and project manage the data on-boarding process to a successful conclusion
• Analyze customer requests for information or assistance and decide on best course of action and priority
• Document customer requests, all actions taken, and final resolution of each request making use of internal systems and processes to ensure audit trails are adequately kept for compliance purposes
• Communicate with the customers on the course of action to be taken for resolution
• Diagnose software performance issues/bugs by working with members of the customer success and development teams in order to identify and resolve problems in a timely, efficient and effective manner
• Conduct regular reviews of open support requests with customers as well as peers or management
• Maintain knowledge base of resolutions
• Apply data corrections and configuration changes in systems when necessary
• Assist with Quality Assurance testing

Be prepared to provide occasional ad-hoc, web based informal training and troubleshooting sessions with customers

Additional Qualifications

The desired candidate must possess a high level of initiative, aptitude and energy in order to succeed in a rapidly evolving and fast growth environment.  We also require several of the following attributes:

• Customer oriented
• Database knowledge and skills including SQL scripting, familiarity with data warehouse and reporting concepts
• Demonstrated track record of working effectively and flexibly within a collaborative team based environment
• Solid verbal and written communication skills
• Advanced computer skills
• Solid analytical and problem solving skills with a positive, results oriented mindset
• Ability to multi-task effectively and to consistently meet assigned deadlines
• Self-starter with ability to work well independently when required
• Experience with the following is be desirable though not mandatory:
  • Workforce analytic concepts
  • Analytic applications and methods
  • Experience with data management tools such as ETL and Data Quality toolkits and solutions
  • Experience with business tools such as Microsoft Excel

Please send your information to:  jobs@visier.com