Principal Support Analyst

5 days ago

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Elite Technology

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Our solutions lie at the heart of the world’s most successful law firms, accelerating their businesses

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

501 - 1000

Description

• The Principal Support Analyst is a customer operations expert for one or more functional areas and is responsible for resolution of escalated, complex and high-profile customer incidents. • Provide expert level tactical consultative support for the customers and serves as the expert coach and mentor in at least one Core application module/area in a non-call center project-based environment. • Pull the most challenging service request tickets from phone queue and online customer portal and know when to take ownership of peer service requests. • Maintain highest level of Dashboard management which could include most challenging volume of active service requests and appropriate aging specifications of open service requests. • Provide highest level of soft skills in communication with customers and internal peers. Act with perfect sense of urgency and follow up to ensure issues are resolved to satisfaction and develop a rapport through successful personal interactions. • Collaborative and mentoring lead for team, department and interdepartmental peers to resolve customer issues effectively and timely. • Acquire and maintain expert level expertise of Elite’s software product and application suites and operating platforms in the most advanced areas of the product.

Requirements

• Bachelor’s degree or equivalent experience in Elite Enterprise and 3E software. • 8+ years technical, financial and/or related customer Support service experience in a software environment. • Advanced Knowledge in MS SQL Server, MS office, Smartsheet, IE, Chrome and relational database concepts. • Exceptional customer service soft skills with expertise in troubleshooting and solving complex problems. • Excellent organizational, time management, multitasking, written and verbal communication skills. • Exceptional coaching and mentoring skills. • Thorough understanding of Generally Accepted Accounting Principles (GAAP), and or prior Legal industry accounting experience preferred. • 5+ years of advanced Elite software (Enterprise and 3E) experience required. • SaaS product experience is preferred.

Benefits

• Competitive Compensation Package ($90,000-$115,000 base salary + a variable component • Comprehensive Healthcare Coverage (Health, Dental, Vision) • Retirement Savings Plan with an Employer Contribution • Professional Development Opportunities • Time Off • Wellness Initiatives