Technical Support Consultant - Performio

Performio builds software that helps companies manage and automate complex sales and incentive compensation. We solve a core industry challenge: compensation software that’s either too rigid to adapt to growth or too complex to maintain. Our platform combines flexible plan builder with the structure needed to keep calculations accurate and easy to manage. Our customers include companies like Equifax, Red Bull, Uber Freight, and Nikon. What sets us apart is how we work. We’re a global, remote team across the US, Australia, and India, working collaboratively across teams and time zones. We partner closely with our customers and build with long-term impact in mind. At Performio, you’ll take ownership, work with a thoughtful team, and contribute to a product that makes a real difference.

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