About Performio:
Performio is the last ICM software you’ll ever need. It allows you to manage incentive compensation complexity and change over the long run by combining a structured plan builder and flexible data management, with a partner who will make you a customer for life.
Our people are highly-motivated and engaged professionals with a clear set of values and behaviors. We prove these values matter to us by living them each day. This makes Performio both a great place to work and a great company to do business with.
But a great team alone is not sufficient to win. We have solved the fundamental issue widespread in our industry—overly-rigid applications that cannot adapt to your needs, or overly-flexible ones that become impossible to maintain over time. Only Performio allows you to manage incentive compensation complexity and change over the long run by combining a structured plan builder and flexible data management. The component-based plan builder makes it easier to understand, change, and self-manage than traditional formula or rules-based solutions. Our ability to Import data from any source, in any format, and perform in-app data transformations, eliminate the pain of external processing and provides end-to-end data visibility. The combination of these two functions, allows us to deliver more powerful reporting and insights. And while every vendor says they are a partner, we truly are one. We not only get your implementation right the first time, we enable you and give you the autonomy and control to make changes year after year. And unlike most, we support every part of your unique configuration. Performio is a partner that will make you a customer for life.
We have a global customer base across Australia, Asia, Europe, and the US in 25+ industries that includes many well-known companies like Toll Brothers, Equifax, Red Bull, News Corp, Nikon, and Uber Freight.
The Opportunity:
As a Technical Support Consultant, you will play a significant role in Performio providing world class support to our customers. With our tried and tested onboarding process, you will soon become familiar with the Performio product and company.
You will draw on previous support experience to monitor for new support requests in Zendesk, provide initial triage with 1st and 2nd level support, ensuring the customer is kept up to date and the request is completed within a timely manner.
You will collaborate with other teams to ensure more complex requests are managed efficiently and will provide feedback to help improve product and solution knowledge as well as processes.
Answers to questions asked by customers that are not in the knowledge base will be reviewed and added to the knowledge base if appropriate. We’re looking for someone who thinks ahead, recognising opportunities to help customers help themselves.
You will help out with configuration changes and testing, furthering your knowledge and experience of Performio. You may also be expected to help out with Managed Service, Implementation and Work Order related tasks from time to time.
What will you be doing:
- Monitoring and triaging new Support requests submitted by customers using our Zendesk Support Portal
- Providing 1st and 2nd line support for Support requests
- Investigate, reproduce and resolve Customer issues within the required Service Level Agreements
- Maintain our evolving knowledge base
- Clear and concise documentation of root causes and resolution
- Assist with the implementation and testing of Change Requests and implementation projects
- As your knowledge of the product grows, make recommendations for solutions based on client’s requests
- Assist in educating our client's compensation administrators applying best practices
What we’re looking for:
- Passion for customer service with a communication style that can be adapted to suit the audience
- A problem solver with a range of troubleshooting methodologies
- Experience in the Sales Compensation industry
- Familiar with basic database concepts, spreadsheets and experienced in working with large datasets (Excel, Relational Database Tables, SQL, ETL or other types of tools/languages)
- 4+ years of experience in a similar role (experience with ICM software preferred)
- Experience with implementation & support of ICM solutions like SAP Commissions, Varicent, Xactly will be a big plus
- Positive Attitude - optimistic, cares deeply about company and customers
- High Emotional IQ - shows empathy, listens when appropriate, creates healthy conversation dynamic
- Resourceful - has a "I'll figure it out" attitude if something they need doesn't exist
Bonus:
- Experience using Zendesk or other Support Portals
- Experience implementing SaaS Applications
- Intermediate knowledge of SQL
Why us?
We’re fast-growing, but still at a size where everyone can make a big impact (and have face time with the CEO). We genuinely care for our customers and we are passionate about solving our customers’ sales compensation challenges. Led by a strong set of company values, we play to win and are incentivized to succeed through our employee equity plan.
We’ve adapted well to the work from home lifestyle, and encourage flexible working arrangements. Some of our staff work full time from home, while others prefer working from one of our offices, or a combination of home and office.
Our values speak strongly to who we really are. They mean a lot to us, and we use them every day to make decisions, and of course to hire great people!
- Play to win - we focus on results, have a bias to action and finish what we start
- Paint a clear picture - we’re clear, concise and communicate appropriately
- Be curious - we surface alternative solutions and consistently expand our knowledge
- Work as one - we all pitch in but also hold each other to account
- Do the right thing - we put what’s right for our customers over our own ego
Don’t check every box in our job description? That’s ok! As the Harvard Business Review points out, research conducted by Hewlett Packard shows that men typically apply to jobs when they meet an average of 60% of the criteria, while women and those from marginalized groups tend to only apply when they feel they meet 100%. If you think you have what it takes, but don’t necessarily meet all of the requirements listed in the job description, please still reach out. We’d love to have a conversation to see if you could be a great fit!
Recruitment Privacy Notice
