Elite Technology
software • legal • practice management • financial management • professional services firms
Application Support Analyst
December 6
Elite Technology
software • legal • practice management • financial management • professional services firms
Description
• We are looking to add a new Application Support Analyst to provide application support to customers. • Support EMEA Business Hours - a 9-hour shift between 9:00AM and 6:00PM UK time. • Pull service request tickets from phone queue and online customer portal. • Use case management system to correctly record all information regarding challenges. • Use remote access utilities to replicate customer challenges. • Leverage internal knowledge base resources for known solutions. • Isolate causes and take restorative actions while minimizing disruption to the customer. • Provide timely and effective status updates throughout the life of the service request. • Maintain appropriate dashboard management of open service requests. • Collaborate with team and interdepartmental peers to resolve customer issues effectively. • Help clients use software to adhere to accounting best practices. • Remote troubleshooting and complex financial data mining on client systems through SQL Management Studio.
Requirements
• Bachelor’s degree or equivalent experience. • 2+ years technical, financial and/or related customer Support service experience preferably in a Cloud software environment. • Knowledge in Microsoft SQL Server, MS office, Azure, Azure Monitoring and relational database concepts. • 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 and operating systems and expertise in troubleshooting software compatibility issues across various configurations. • Prior knowledge/experience in legal finance sector, professional services or similar financial systems environment. • Elite software experiences a significant plus. • Experience as a technical support engineer, application support analyst or application support engineer for a SaaS (Software as a Service) 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
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