Technical Support Analyst

As Alida's Support Services team, we're a global and cross-functional team dedicated to enable and empower our customers to use our products in fast, efficient, and world-class ways.  As our next Technical Support Analyst, you will join us in providing customers and internal staff with responsive and insightful technical support for all our products by working closely with our Engineering teams to provide workarounds and/or permanent solutions to our customers.

It is our objective to ensure a high level of customer satisfaction in every interaction we have with our customers.

In this role you will be:

• Responsible for providing responsive and high-quality support to our customers for all our products.
• Managing resolution of technical issues for all Alida customers, and completely recording all communication and activity in providing the resolution for the customer on a timely basis.
• Providing excellent customer management, inclusive of excellent communications, responsive follow through, and advocacy for customer issues within internal departments. Success criteria are highly focused on customer satisfaction levels.
• Prioritizing numerous issues of varying severity, and effectively managing the resolution of all issues quickly. This includes taking ownership of the data entered into the CRM system updating both customers and appropriate internal employees of the status of all issues on a timely basis.
• Collaborating extensively with peers, Customer Success 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 effectiveness of information available to our clients.
• Providing rotational technical support coverage to Alida customers during the working week and on Canadian/UK/Australian holidays as necessary, as well as participating in an on-call weekend rotation.
• Cross-trained to also provide professional, responsive support to community members -who are our customers’ customers, with technical inquiries initiated by any community activity.

To be successful in this role you will have:

• Excellent English communication skills.
• 2+ years of experience in a client facing call center, help desk or technical support environment or equivalent customer service experience.
• An understanding of the software development cycle.
• Experience in a self-directed work environment.
• Demonstrated ability to provide answers to clients by identifying the problem, researching answers using a variety of resources and tools and guiding the clients through corrective steps.
• Passion for helping customers, finding a solution for them and improving their customer experience by writing and maintaining documentation.
• Experience in Zendesk, Kabana, Excel, Jira & Confluence would all be helpful.

Additional details:

• The typical salary range for this role in Ireland is €35,000-40,000 depending on experience.
• This is a remote position and we are open to applicants anywhere in the Republic of Ireland.

The Good Stuff:

+ Amazing growth and learning opportunities with a fast-growing Canadian SaaS company that is a world leader in its industry

+ Summer Fridays: Fridays are a day off during July and August. To help provide better balance in the summer months focusing on employee wellness

+ Recognized as one of the Best Workplaces™ in British Columbia for 2024 by Great Place to Work

+ Recognized in 2023 as one of the Best Workplaces for Women®

+ Recognized as a Top Employer by British Columbia's Top Employers 2023

About Alida

Alida believes in a world where customers are respected as the ultimate source of truth. Because knowing the whole truth about your customers can help companies make better decisions and drive long term loyalty and growth.

That’s why Alida helps innovative brands create highly engaged research communities to gather feedback that empowers better customer experiences and product innovation.

Leading companies like HBOMax, Adobe, Warner Bros. Discovery, Twitch and lululemon depend on Alida’s community-centered research platform to deliver fast and reliable customer feedback at scale so they can build better products, refine user experiences and test marketing campaigns.

Learn more at www.alida.com.

We can’t wait to meet you!

We understand that applying for a new position takes effort and want to thank you in advance for taking the time to introduce yourself.

At Alida, we’re dedicated to fostering an environment where our employees feel heard, valued and included.

We believe that a diverse team is a core pillar in building better products and services for our global customers and we strongly encourage applications from all people regardless of race, religion, gender, age, disability status or sexual orientation. Even if you don't meet every single one of the stated requirements but you are excited about this opportunity, we'd love to hear from you anyway. Our Talent Acquisition team will review your application for this role, and others we may have open now or in the future.

Follow us at www.alida.com and engage with us on LinkedIn, Twitter and Instagram.

Alida has an accommodation process in place to provide reasonable accommodation to employees, and to qualified job applicants with a disability during the hiring process. If you require accommodation because of a disability or medical need, please contact [email protected] so that arrangements can be made for the appropriate accommodations to be in place.

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