Verafin - Customer Support Analyst

We’re looking for a Customer Support Analyst to join our team. In this role, you’ll help provide troubleshooting and educational support to customers on a variety of issues. Verafin Customer Support Analysts are self-motivated and driven individuals who thrive in a fast-paced and ever-changing environment. They are passionate team players who are continuously seeking opportunities to grow and improve. Above all else, they help our customers fight financial crime (which kind of makes you a superhero!)

What You’ll Do

Responding to telephone calls, email, and other requests for application support and following up as necessary

Identifying, researching, and resolving issues in a prompt and accurate manner within our software solution

Probing for customer issues and/or concerns to ensure the highest customer satisfaction

Sharing best practices and solutions with team members to enhance customer satisfaction

Documenting, tracking and monitoring customer inquiries in Salesforce to ensure a timely resolution and follow up

Customer education by demonstrating quick tasks within the application

What You’ll Bring

Outstanding customer support skills gained through 3+ years of relevant previous experience

Ability to effectively organize, prioritize and escalate customer issues

Excellent written and verbal communication skills

Ability to adjust quickly to changing priorities

Ability to communicate complex technical concepts in non-technical language

Strong ability to analyze and troubleshoot technical issues

Nice to Have

Experience using Salesforce

Experience in banking or credit unions

This position can be located in St. John’s or Toronto, and offers the opportunity for a hybrid work environment (at least 3 days a week in office, subject to change), providing flexibility and accessibility for qualified candidates.

This job posting closes on Nov 28th at 11:59pm Newfoundland Time Zone

Come as You Are

Nasdaq is an equal opportunity employer. We positively encourage applications from suitably qualified and eligible candidates regardless of age, color, disability, national origin, ancestry, race, religion, gender, sexual orientation, gender identity and/or expression, veteran status, genetic information, or any other status protected by applicable law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.

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