Application Support Analyst, ProLaw

2 weeks ago

Manila, National Capital Region, Philippines Elite Technology Full time

Application Support Analyst, ProLaw

Job Description:

The Support Analyst is the primary service contact assisting customers to effectively utilize the software to meet their firm's business objectives. The Support Analyst leverages advanced software troubleshooting skills, strong business acumen, and proven customer soft skills to proactively resolve simple to complex service requests from external customers and implementation personnel. The Support Analyst position requires the ability to effectively capture, document, analyze, and reconcile customers' procedural, setup, Elite application, and integration-related inquiries utilizing remote access tools, data analysis tools, and internal systems. The role will be focused on Elite's ProLaw product but may be cross-trained or involved in other product offerings over time.

Shift: This position's hours are 11:00 PM to 8:00 AM, Monday through Saturday morning, local time in the Philippines.

What You'll Do:

  • Problem Resolution: Communicates and recommends simple to complex business processes, procedural and/or diverse service request solutions to resolve customer issues. Documents the nature and scope of found issues and takes steps toward resolution including testing and leveraging existing internal knowledge bases and documentation. Effectively uses local test systems, remote access utilities, and other resources during the Support Analyst process and escalates issues to senior-level analysts when necessary for further analysis. Isolates root causes and efficiently takes restorative actions while minimizing disruption to the customer's business operation.
  • Customer Satisfaction: Respond and communicate effectively and consistently with customers to build trust and loyalty by providing professional, courteous, and knowledgeable service. Effectively communicates service request status and actions taken towards problem resolution to a diverse audience of differing levels of technical competence.
  • Client Management: Effectively manages customer issues by prioritizing and setting expectations appropriately. Effectively coordinates appropriate resources required to manage customer issues.
  • Collaboration: Collaboratively interacts with colleagues to resolve customer issues in the most effective manner. Proactively participates in team meetings and interdepartmental escalations contributing suggestions and solutions to increase cooperation and effectiveness.
  • Technical Expertise: Acquires and maintains expertise on the Legal Enterprise Solutions product set and its operating platforms. Requires a good working knowledge of how client firms could utilize or adapt the software to effectively manage their business from a financial and operational perspective as well as being able to test and evaluate new technologies and software updates. Participates in process improvements to streamline operational challenges.

What You'll Need:

  • Minimum of 2 years of technical support or related experience in a software manufacturing environment
  • Technical knowledge of MS-Windows and fundamental relational database concepts (preferably MS-SQL)
  • Deductive logic, complex problem-solving, and excellent troubleshooting skills to formulate customer-specific solutions
  • Clear, concise, courteous, and professional English written and verbal communication
  • Self-directed, able to prioritize, and effectively manage many cases at a time
  • Exceptional customer service, organization, and time management skills
  • Can consistently and successfully demonstrate, (with minimal supervision): strong team player capabilities, i.e., willing to offer and seek assistance to/from others as appropriate
  • Desire for self-improvement i.e., self-study on own initiative and continuing education opportunities
  • Participation in both client-facing and internal projects
  • Ability to work well across departments and all skill levels
  • Advanced experience using and troubleshooting Microsoft Office 2016, 2019, and 365 with an emphasis on Excel, Outlook, and Word
  • Troubleshoot Office solution deployment for VSTO\COM-Add-ins General understanding of XML and XML error codes/logs

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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