maple green services

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.

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, Abbott Labs, News Corp,

Johnson & Johnson, Nikon, and Uber Freight.

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