Application Support I Full Time

Summary:

The Application Support I role at Varicent aids customers with SaaS solutions, enhancing revenue success. Varicent, a leader in Sales Performance Management, serves global clients like T-Mobile with innovative tools, fostering a diverse, collaborative environment since its inception.

Responsibilities:

• Resolve technical problems by troubleshooting incidents, including but not limited to collecting detailed problem description, traces, log files, and replication.
• Communicate progress of investigation with clients while ensuring all related records are properly updated in the CRM system.
• Proficient in utilizing all support tools and processes to resolve cases.
• Share best practices for the utilization and deployment of Varicent products.
• Support KPI targets (SLA, QA, Resolution, etc.).
• Available for scheduled weekend coverage for on call rotation.
• Efficiently familiarize oneself with the organization’s systems, processes, and team dynamics.
• Establish a working knowledge of key technologies and tools relevant to the role.
• Complete Training and start solving support cases.
• Demonstrate proficiency in using relevant analytical tools and technologies.
• Be able to solve 90% of cases without need for assistance.
• Actively contribute to team projects and initiatives.
• Be able to solve 99% of cases without assistance, help build knowledge for the rest of team.
• Conduct in-depth analysis of complex technical issues and provide well-reasoned solutions.
• Proactively anticipate and address potential challenges before they escalate.
• Build and maintain positive relationships with key stakeholders.

Requirements:

• 1+ Years of relevant technical experience.
• Familiar with relational databases concepts, both basic administration and SQL scripting.
• Familiar with client server architecture.
• Ability to communicate clearly (both verbally and in written form) technical instructions to people with limited experience.
• Troubleshooting experience for web-based applications.
• CEFR B2 level English proficiency or higher is required.
• Ability to work and collaborate effectively in cross-functional teams.

Benefits:

• Market Leading Compensation Package.
• Wellness Programs to Support Health and Wellbeing.
• Working with the latest tools and technologies in a fast-paced environment.
• Remote Work Flexibility.
• Comprehensive Employee Insurance Coverage: Medical, Dental, Vision, Life Insurance.
• Annual Time Off: Time off is provided in accordance with applicable legislative requirements.
• Global Connected Culture: Hubs in Romania, UK, US, Canada.
• Dynamic Work Culture: Thrive in our innovative and multicultural environment.
• Grow with Us: Continuous development opportunities.