Application Support Analyst

How You'll Make an Impact

• Become an expert in the Vena application, Microsoft Excel, and more
• Prioritize and resolve a high volume of customer requests within Service Level Agreements (SLAs) and ensure interactions result in high customer satisfaction scores
• Assist customers with product related questions, troubleshoot technical issues, provide technical guidance and recommendations
• Support customers via multiple channels, including but not limited to, email, chat, phone, and web-sessions
• Clearly set and communicate expectations to customers and internal stakeholders
• Manage customer expectations regarding issue priority, resolution time, and suitability of workaround provided
• Provide timely updates and remain responsive throughout a request
• Collaborate with and engage internal teams to drive issues to resolution
• Proactively monitor for emerging patterns and raise awareness around customer feedback and challenges
• Creating Knowledge base articles, internal guides, and other team assets, as required
• 85% is spent on resolving customer issues
• 5% in meetings (1:1, team huddles etc.)
• 10% ongoing training

We'd Love to See

• 1+ year of technical support experience
• Information Systems, Information Technology, or equivalent experience
• Knowledge of SQL, SQL Server, and cube technology and advanced experience in Microsoft Excel, including macros, VBA, Pivot tables
• Excellent troubleshooting, problem-solving, time management and organization skills
• Ability to learn quickly and respond to changing customer needs and demands
• Exceptional written and verbal communication
• Comfortable with shift work

About
At Vena, we’re reimagining how businesses plan and grow: powered by data, collaboration, and innovation 🌱 Headquartered in Toronto with a global reach, we help finance teams work smarter using the tools they already love (yes, we’re talking about Excel!). Trusted by over 1,800 organizations and 150,000+ users every day, Vena Solutions brings clarity to complexity. We're a people led company that leads with our CORE values (Customer Trust, One Team, Respect & Authenticity and Execution Excellence) and are driven by our mission We’re growing fast, thinking big, and having fun along the way. The future of finance is being built here, and we’d love for you to be part of it 🚀Why Choose Us:💰 CompensationWe offer competitive and comprehensive total rewards packages that we review yearly to stay ahead of the market! Transparency is key, we keep you in the loop on how we design our comp programs. Build your future with our Employee Stock Option Program, Retirement Savings, Support & 401k Matching Programs.🎓 Personal Growth & LearningLevel up your skills with Vena!  We support your journey with education subsidies, professional development programs, and learning opportunities to help you grow your career and reach your goals. Your future is bright and we’re here to invest in it!🧘‍♀️ Health & WellnessYour well-being = our priority!  Great health & dental plans, wellness sessions (virtual & in-person), Employee Assistance Program (EAP), and a free Headspace subscription to support your mental health.🌍 Global ReachVena is everywhere you are!  With offices in Toronto, London, and Indore, as well as team members across the United States, EMEA and beyond, we're a truly global company. Collaborate with colleagues around the world and bring diverse ideas to life: no passport required!🌴 Time OffRecharge with generous leave options - perfect for vacation, wellness, personal time, parental support, volunteering, and more.🏡 FlexibilityWe embrace a flexible culture that supports different ways of working, depending on the role and location. While some of our teams enjoy hybrid arrangements, others thrive in-office or remotely. With modern workspaces in Toronto, Indore, and London, we offer inspiring environments when you need them - and the freedom to work in ways that work best for you and your team.✨ AI-Powered InnovationAt Vena, we don’t just keep up, we're leading the way! 🚀We empower team members at every level to actively explore AI best practices, identify meaningful opportunities to apply AI in their work, and champion innovative solutions that drive impact.By fostering a culture of curiosity, innovation, and responsible use, we’re building a future where AI enhances how we work, think, and lead. From automating workflows to enhancing insights, AI is woven into everything we do.While every hiring decision is made by people, we may use AI to support application review.👉 Check us out:▶️YouTube💼 LinkedIn🔗GlassDoor* Vacancy Disclosure: Unless otherwise stated, all job postings on our careers site are for existing vacancies. Where explicitly stated, certain postings may be for anticipated vacancies that we expect to open in the near future.