Vish is hiring a Technical Support Analyst
Are you a customer-focused problem-solver who enjoys helping people and working through technical issues? Do you have the communication skills to make technology easier to understand and the curiosity to investigate when something isn’t working as expected? Vish is looking for a Technical Support Analyst to join our Support team and provide thoughtful, responsive assistance while helping us continuously improve our support operations.
The Role
As a Technical Support Analyst, you will be a first point of contact for our customers, providing professional, timely and empathetic support by phone and email. You will help customers troubleshoot hardware, Bluetooth connectivity, integrations and syncing issues, escalating more complex problems when needed. You will clearly document your findings and collaborate with our Product and Development teams to support effective resolutions and long-term improvements. This is an on-site role based in St. John’s, Newfoundland.
Who are we?
Vish is changing and innovating the hair colour industry. At the local level, Vish helps salons eliminate waste, manage their inventory, increase service revenue, and provide valuable insight into their colour business. At the global level, Vish will revolutionize supply chain management for the entire hair colour industry.
Key Responsibilities
Customer Support & Technical Troubleshooting
- Manage and resolve incoming support requests via phone and email with professionalism and punctuality.
- Maintain high customer satisfaction by providing clear, helpful, and empathetic communication.
- Build trust with customers by listening carefully, taking ownership of their concerns and keeping them informed throughout the resolution process.
Technical Troubleshooting & Analysis:
- Investigate technical issues, identify likely causes and document clear, actionable information for escalation to the Product or Development team when required.
AI & Tooling Innovation:
- Champion the use of AI-driven third-party software and native tools to streamline support workflows.
- Assist in the rollout of new support software to minimize ticket quantity and improve response times.
Continuous Improvement:
- Transition support into a "product" mindset, where you identify trends and work toward continuous improvements that make the platform better for all users.
- Collaborate with internal teams to suggest product enhancements based on recurring customer pain points.
Requirements
- Education: A technical degree (B.Eng, Computer Science, or equivalent) is highly preferred.
- Location: Must live in or be willing to relocate to St. John’s, Newfoundland.
- Customer Focus: A genuine desire to help people, with experience providing patient, professional and empathetic service.
- Technical Aptitude: Comfortable learning how hardware and software work together and investigating technical issues using available tools and documentation.
- Problem-Solving: Curious and resourceful, with the ability to ask the right questions, work through unfamiliar problems and determine when an issue should be escalated.
- Communication: Strong verbal and written communication skills, including the ability to explain technical information clearly to customers and document issues accurately for internal teams.
- Tech-Savvy: Experience with, or an interest in learning, AI tools, ticketing systems such as Zendesk or Intercom and modern customer support technology.
Why choose us?
We're a small team building real solutions for an industry that's been underserved by technology. You'll work directly with our product and engineering teams, your technical insights will shape product decisions, and you'll see the impact of your work immediately.
