Elite Business Software Analyst

1 week ago

Barcelona, Philippines beBeeFinancial Full time ₱87,496 - ₱113,475
Elite Financial Application Specialist

This role is responsible for providing technical consultative application support to customers utilizing Elite 3E software.

  • The primary service contact assisting customers to effectively utilize Elite 3E software to meet their firm's business objectives.
  • Pull service request tickets from phone queues and online customer portals, document concisely, and record all information regarding challenges.
  • Use remote access utilities and resources to replicate customer challenges.
  • Leverage internal knowledge base resources, peer knowledge, and documentation for known solutions.
  • Isolate causes, take restorative actions, and minimize disruption to the customer's business operation.
  • Provide timely and effective status updates throughout the life of the service request until resolution.
  • Communicate and recommend complex business processes, procedures, and diverse information to resolve customer issues and potential future preventative actions.
  • Maintain appropriate 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, act with an appropriate sense of urgency, and follow up to ensure issues are resolved to satisfaction and develop a rapport through successful personal interactions.

**Responsibilities (continued):**

  • Collaborate and interact with teams, departments, and interdepartmental peers to resolve customer issues effectively and timely. Participate in team and escalation meetings, contribute suggestions and solutions to increase effectiveness, actively seek and apply knowledge gained from colleagues and other resources, and proactively share knowledge with others.
  • Acquire and maintain expertise of Elite's software product and application suites and operating platforms, and how customers can utilize and/or adapt software to effectively manage their business both financially and operationally. Complete application bootcamps and continuing education as necessary. Develop and demonstrate SQL skills to a proficient level for the role.

**Requirements:**

  • Bachelor's degree or equivalent experience in IT, Finance, Accounting, and/or related fields.
  • 2+ years of technical, financial, accounting, and/or customer service experience with financial programs.
  • Thorough understanding of Generally Accepted Accounting Principles (GAAP) and/or prior legal industry accounting experience preferred.
  • Knowledge in Microsoft SQL Server, MS Office, Azure, Azure Monitoring, Smartsheet, IE, Chrome, and relational database concepts is a plus.
  • 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 hardware and network operating systems and expertise in trouble shooting hardware and software compatibility issues across various configurations is a plus.
  • Prior knowledge/experience in legal finance sector, professional services, or similar financial systems environment.
  • Elite software experience is a significant plus.
  • Experience as a technical support engineer, application support analyst, or application support engineer for a SaaS product or company is preferred.

 

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