Job Description

Resolver operates as a hybrid workforce with the option to work at home, in the office, or a mix of both.

Resolver is looking for an Application Support Analyst who will provide expert support for complex enterprise SaaS applications while being loved by our customers in every interaction. Did we mention our customers are globally recognized brands?!

Not only that but you will be driven to meet and exceed organizational and departmental goals for customer satisfaction. For us, the non-negotiables of the role are: demonstrating extremely strong customer service skills, providing technical support that focuses on strong analytical skills, and a sense of urgency to meet strict SLAs while collaborating with a global team!

Sound like you? Let\'s chat! About Resolver: Resolver is a high-growth SaaS company whose intuitive, no-code platform gives our customers a clear picture of their risks so they can make quick and effective decisions. As a part of the Resolver team, your work will help transform risk management to risk intelligence so organizations can protect people and assets and deliver on their purpose. We are ambitious in both our mission and our culture. As a business within Kroll, we offer an innovative, non-hierarchical work environment blended with the stability and financial security of an enterprise. Resolver has also been named one of Canada\xe2\x80\x99s Great Places to Work six years in a row!
Your day-to-day: Let\'s break it down!

Customer Support

• Solving problems through critical analysis, consultative questioning and relationship-building.
• Responding to incoming customer support questions or issues by troubleshooting each situation and always providing the customer with the best possible solution
• Providing appropriate follow up and managing ticket queue, including bug reporting and enhancement requests
• Ensure the utmost courtesy, professionalism and politeness in both written and verbal customer contacts
• Documenting all customer contact for future reference - you must be able to channel your inner librarian!

Projects

• Participates in constantly enhancing the quality and efficiency of Resolver\xe2\x80\x99s Technical Support Desk.
• Maintains current knowledge of Resolver\'s software line and a current understanding of the technical environments in which the software is being installed and used.

People Who Excel:

• 1-3 years\' experience in a related field (software, IT, computer science, technical support). Experience supporting or configuring B2B SaaS enterprise-class applications would be a bonus!
• Must be willing to participate in a rotational on-call after hours support every 5 weeks.
• Post-Secondary education (college or university)
• Experience with business intelligence tools such as Tableau is an asset!
• You\xe2\x80\x99re a people-pleaser who loves to make customers happy regardless of any obstacle!
  You\xe2\x80\x99re a go-getter with an excellent ability to manage ongoing projects simultaneously
• You have exceptional communication skills and get pumped speaking with customers
• You\xe2\x80\x99re a techie who loves to problem solve; you work hard to understand the in\xe2\x80\x99s and out\xe2\x80\x99s of new products and services
• You\xe2\x80\x99re a self-starter who can take charge of tasks with minimal direction (we\xe2\x80\x99re not fans of micro-management)
• You\xe2\x80\x99re accountable for your work! You take the time to invest in research, learning, and practice to make yourself an expert in your field!

What we\xe2\x80\x99ll give you in return We know how important diversity is in creating solutions for all people. Our vision is one where all people have the skills and confidence to harness the power of technology to create a better and more inclusive future. We have a comprehensive rewards package to show our team our appreciation for everything they do:

• Health and Wellness Benefits: 100% paid by us for health and dental from day one. And our vision care is every 12 months! We also offer a wellness/fitness reimbursement, that can go towards things like gym memberships, yoga classes, soccer membership fees or a bike.

• Professional development: we have an external learning budget to help you grow and develop. We host a learning workshop about every 6 weeks on topics like Time Management, Self-Awareness and Giving Feedback; we also have e-learning to meet the needs of our remote team. We offer a Career Development Program to help you identify and build your skillsets for internal growth opportunities and beyond. We also have a Coaching Program for all our managers. We know how important it is to have a good boss, so we invest in their development.

• Vacation: it\'s open, which means we don\'t worry about an accrual clock. On average, we see most folks enjoying between 3-4 weeks off a year.

• Parental leave: Best-in-class top-up for new parents - 100% for 15 weeks new parents and a bonus 5 weeks for birth mothers.

• Flexibility & trust: While we are remote for now, we enable our team to create a work environment that will set them up for success. We hire adults and we trust you to manage your outcomes. Day-to-day, everyone is given the option to decide whether they want to work remote or in-office depending on the needs of their role.
• Back in the Office \xe2\x80\x93 If you choose to come into the office once we\xe2\x80\x99re back, you will have access to snacks and beverages and in-office games like Switch, chess and ping-pong. We will be offering up lots of opportunity for team socials too, including the folks who are remote!

From the Manager:

Hi! I\'m Adam, I\'m the Director of Customer Support at Resolver. I am excited to lead our ambitious and high performing Support Team. We strive to "Be Loved By Customers" and our goal is the deliver exceptional service that empowers our customers to get the most value out of their Resolver experience.

We serve some of the world\'s most recognizable brands who use our software technology to solve compelling business problems and our team plays a key role in helping them achieve this. Alongside Professional Services, our Learning Lab, and Customer Success - we form a growing and innovative Customer Experience department that puts our customers front and center.

We are at a formative stage with many opportunities and interesting challenges and are currently looking to add a Support Analyst to our team. If you are looking for an opportunity to grown within a challenging and fast paced environment, this could be the role for you!

If you love helping people and enjoy tackling complex problems, I\'d love to hear from you!
Interested? If you want to work in a highly collaborative environment and are committed to making a difference, click here to get the process rolling. We truly appreciate all interest and will happily reply to qualified candidates.

Resolver is committed to providing accommodations for all persons with disabilities. If at any point in the recruitment process you require accommodation, please notify the applicable recruiter or contact us directly at talent@resolver.com