Vision Critical

Technical Support Analyst

Tech/ Panel Support
Regular Full-Time


We are a tight-knit, geographically diverse team who are dedicated to provide responsive, high-quality support to our customers 24 hours a day, 5 days a week. We are focused on ensuring that all technical support concerns are addressed quickly and efficiently, as well as making sure that we have available self-help resources. The technical support team is the face of the company to our customers, and it is our job to ensure a high level of customer satisfaction in every interaction we have with our customers.  


About the Role

You will be responsible for providing responsive and high-quality customer service and application support for all our Vision Critical products.

  • Managing resolution of any product related issue for all Vision Critical 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 Vision Critical customers during the working week and on Canadian/US/UK/Australian holidays as necessary, as well as participating in an on-call weekend rotation. 


About You

  • You have excellent English communication skills. Fluency in additional Asian languages is nice to have. 
  • You must have 1+ years of experience in a client facing call center, application or technical support environment or equivalent customer service experience. 
  • You should have an experience in a self-directed work environment. 
  • You must have demonstrated the 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. 
  • You have the passion in helping customers, finding a solution for them and improving their customer experience by writing and maintaining documentation. 


About Us

Vision Critical provides customer relationship intelligence software that improves customer relationships to grow customer lifetime value. Designed for today’s always-on, social and mobile savvy customer, Vision Critical’s technology helps large, customer-centric enterprises discover what their customers want so they can deliver what they need. Unlike traditional customer research, which is slow, expensive and gathers dust on a shelf, Vision Critical’s customer intelligence platform replaces static data and cumbersome reports with real-time actionable customer intelligence that companies need to build better products, deliver better services and achieve better business outcomes. Hundreds of high-performance organizations use Vision Critical’s technology. Follow us on Twitter at


Ready to join our team?

If this sounds like the perfect opportunity for you please apply online now. 


Please note that due to the high volume of applications received only short-listed candidates will be contacted.


We thank you for your interest in Vision Critical and encourage you to constantly check our website for a list of all current opportunities.


Vision Critical is an equal opportunity employer. 




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