Technical Support Expertise
2 days ago
Elite Technology supports law firms in achieving profitability through enhanced operational efficiency.
Job Overview:The Financial Application Specialist provides technical consultative application support for our 3E product in a non-call center environment. The role involves assisting customers to effectively utilize the software to meet their business objectives.
The specialist will provide timely and effective status updates throughout the life of service requests until resolution. They will communicate complex business processes, procedures, and diverse information to resolve customer issues and recommend preventative actions.
The ideal candidate will have a thorough understanding of Generally Accepted Accounting Principles (GAAP) and prior legal industry accounting experience. They should also possess knowledge in Microsoft SQL Server, MS Office, Azure, Azure Monitoring, Smartsheet, IE, Chrome, and relational database concepts.
- Pull service request tickets from phone queues and online customer portals.
- Document challenges, expectations of resolution, steps to reproduce, and necessary logs, attachments.
- Use case management systems to record all information regarding challenges.
- Replicate customer challenges using remote access utilities and other resources.
- Isolate causes and take restorative actions while minimizing disruption to the customer's business operations.
- Communicate and recommend complex business processes, procedures, and diverse information to resolve customer issues and potential future preventative actions.
- Maintain dashboard management, including volume of active service requests and aging specifications of open service requests.
- Provide high-level soft skills in communication with customers and internal peers.
The successful candidate will be able to efficiently multitask dynamically and prioritize focus correctly. They should also possess working knowledge of computer hardware and network operating systems and expertise in troubleshooting hardware and software compatibility issues across various configurations.
Additional responsibilities include helping clients use software to adhere to accounting best practices, including month-end and year-end balancing. Remote troubleshooting and complex financial data mining on client systems will also be required.
This position will support North American business hours and require flexibility to accommodate an ever-changing landscape of Elite hosted software.
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