Support Analyst

Vistex is a global enterprise software and services company that helps businesses take control of their mission-critical processes. With a multitude of programs covering pricing, trade, royalties and incentives, it can be complicated to see where all the money is flowing, let alone how much difference it makes to the topline and the bottom line. With Vistex, business stakeholders can see the numbers, see what really works, and see what to do next – so they can make sure every dollar spent or earned is really driving growth, and not just additional costs. The world’s leading enterprises across a spectrum of industries rely on Vistex every day to propel their businesses.

The Associate Support Analysts the Client Services team in delivering a smooth, responsive experience for our music publishing and label clients. The role combines client communication, operational coordination, and administrative support across Vistex software environments.

Key Responsibilities :

• Work closely with clients, business analysts, and the development team to analyze reported issues and recommend appropriate solutions. 
• Track, investigate, and resolve customer-reported issues while ensuring timely updates and effective communication.
• Keep clients informed about the status of reported issues, resolutions, and any required follow-up actions.
• Participate in product testing, quality assurance (QA), and user acceptance testing (UAT) to ensure product quality.
• Train customers and internal teams on product functionality and best practices, and create user guides and training documentation.
• Provide functional support to existing clients by addressing product-related queries and troubleshooting issues.
• Monitor customer accounts, track issue resolution progress, and prepare status reports for stakeholders.
• Collaborate with cross-functional teams to improve product performance, customer satisfaction, and service delivery.
• Maintain accurate documentation of issues, resolutions, and support activities.
• Perform additional tasks and responsibilities as assigned to support business and customer requirements.

About us: The Vistex platform helps businesses finally get control of all their different promotions, rebates, SPAs, discounts, and other incentives. With so many programs across so many partner relationships, it can be impossible to see where all the money is going, let alone how much difference it’s actually making to revenue. With Vistex, business leaders can see the numbers, see what really works, and see what to do next – so they can make sure every dollar they spend really is driving more growth, not just more costs. It’s why global enterprises ranging from Coca-Cola to Sony to Grainger rely on Vistex every day. Vistex | Now it all adds up. ™

Qualifications Education Required Bachelors or better. Experience Required Experience as a Support Analyst working for an ERP Software company or a minimum OR Royalty Administration / Management experience from a Music industry Excellent English language verbal and written communication skills Proficient in MSOffice (i.e. Word, Excel, PowerPoint, Outlook); must possess ability to learn new software as required Strong analytical and documentation skills with demonstrable ability to interact with both technical and non-technical audiences Experience in using or supporting accounting or royalty software and/or database applications such as the Counterpoint Suite. Preferred Demonstrated ability to produce work that demands accuracy, attention to detail and expediency while consistently meeting deadlines Must be able to work independently and diligently with little supervision