Application Support Analyst

September 26

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Elite Technology

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software • legal • practice management • financial management • professional services firms

501 - 1000

Description

• The Financial Application Specialist is the primary service contact assisting customers to effectively utilize Elite 3E software to meet their firm’s business objectives. • The role is to provide technical consultative Application Support for Elite’s 3E product in a non-call center type of project-based environment. • Shift: This position will support North American business hours. It will be an 8-hour shift of 12:30 AM to 8:30 AM local time in Manila, to include a Saturday or Sunday. • Pull service request tickets from phone queue and online customer portal. Intake and document concisely the challenge, expectations of resolution, steps to reproduce and necessary logs, attachments. • Use case management system to correctly record all information regarding challenge. • Use remote access utilities and other resources to replicate customer challenge. • Leverage internal knowledgebase resources, peer knowledge and documentation for known solutions. • Isolate causes and take restorative actions while minimizing disruption to the customer’s business operation. • Provide timely and effective status updates throughout the life of the service request until resolution. • Communicate and recommend complex business process, procedures, and diverse information to resolve customer issues and potential future preventative actions. • Maintain appropriate dashboard management which includes volume of active service requests and appropriate aging specifications of open service requests. • Provide high level of soft skills in communication with customers and internal peers.

Requirements

• MUST HAVE a thorough understanding of Generally Accepted Accounting Principles (GAAP), and or prior Legal industry accounting experience preferred • Bachelor’s degree or equivalent experience in IT, Finance Analyst and/or Accounting and Finance • 2+ years technical, financial, accounting and/or customer service experience with financial programs • Knowledge in Microsoft SQL Server, MS office, Azure, Azure Monitoring, Smartsheet, IE, Chrome and relational database concepts is a plus • Exceptional customer service soft skills with expertise in troubleshooting and solving complex problems • Excellent organizational, time management, written and verbal communication skills. • Ability to efficiently multitask dynamically and prioritize focus correctly • Working knowledge of computer hardware and network operating systems and expertise trouble shooting hardware and software compatibility issues across various configurations is a plus • Prior knowledge/experience in legal finance sector, professional services or similar financial systems environment • Elite software experience a significant plus • Experience as a technical support engineer, application support analyst or application support engineer for a SaaS product or company is preferred

Benefits

• Competitive compensation package • Health Plan • Retirement savings plan with an employer contribution • Time off • Paid holidays • Wellness Initiatives • Rice Allowance • Connectivity Allowance • Travel Insurance