Technical Support Consultant

About 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 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