Elite Financial Application Specialist

20 hours ago

Taguig, National Capital Region, Philippines beBeeExpert Full time $90,000 - $125,000
Job Overview

We are seeking a highly skilled technical professional to join our team as a Financial Application Specialist. This role will provide exceptional customer service and technical support for Elite 3E software, ensuring customers effectively utilize the product to meet their business objectives.

About the Role
  • The primary service contact will assist customers with using Elite 3E software in a non-call center type of project-based environment.
  • The specialist will provide technical consultative application support, leveraging internal knowledgebase resources, peer knowledge, and documentation for known solutions.
Main Responsibilities
  1. Pull service request tickets from phone queues and online portals, intake, and document concisely the challenge, expectations of resolution, steps to reproduce, and necessary logs and attachments.
  2. Use case management systems to correctly record all information regarding challenges.
  3. Utilize remote access utilities and other resources to replicate customer challenges.
  4. Leverage internal knowledgebase resources, peer knowledge, and documentation for known solutions.
  5. Isolate causes and take restorative actions while minimizing disruption to the customer's business operations.
  6. Provide timely and effective status updates throughout the life of the service request until resolution.
  7. Communicate and recommend complex business processes, procedures, and diverse information to resolve customer issues and potential future preventative actions.
  8. Maintain appropriate dashboard management, including volume of active service requests and aging specifications of open service requests.
  9. Exhibit high levels of soft skills in communication with customers and internal peers, acting with an appropriate sense of urgency and following up to ensure issues are resolved to satisfaction.
  10. Collaborate and interact with teams, departments, and interdepartmental peers to resolve customer issues effectively and timely.
  11. Participate in team and escalation meetings, contributing suggestions and solutions to increase effectiveness.
  12. Actively seek and apply knowledge gained from colleagues and other resources, sharing knowledge with others.
  13. Aquire expertise of Elite's software product and application suites and operating platforms, enabling customers to effectively manage their businesses both financially and operationally.
  14. Continuously acquire new skills, gaining technical knowledge of how Elite's software products work in cloud-based and hybrid environments.
  15. Show flexibility to accommodate the ever-changing landscape of Elite hosted software.
  16. Assist clients in utilizing software to adhere to accounting best practices, including month-end and year-end balancing.
  17. Conduct remote troubleshooting and complex financial data mining on client systems through extensive use of SQL Management Studio, backend logs, frontend testing, research, and liaison with development teams.

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