Financial Software Support Specialist

Job Title: Financial Application Specialist

The primary service contact assists customers in effectively utilizing Elite software to meet their firm's business objectives.

This role provides technical consultative application support for Elite's 3E product in a non-call center type of project-based environment. The role may be cross-trained or involved in other product offerings over time.

Key Responsibilities:

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2. Pull service request tickets from the phone queue and online customer portal, documenting challenges, expectations of resolution, steps to reproduce, and necessary logs and attachments.">
3. Use the case management system to record all information regarding challenges.">
4. Use remote access utilities and other resources to replicate customer challenges.">
5. Leverage internal knowledge base resources, peer knowledge, and documentation for known solutions.">
6. Isolate causes and take restorative actions while minimizing disruption to the customer's business operation.">
7. Provide timely and effective status updates throughout the life of the service request until resolution.">
8. Communicate complex business processes, procedures, and diverse information to resolve customer issues and potential future preventative actions.">
9. Maintain dashboard management, including volume of active service requests and aging specifications of open service requests.">
10. Provide high-level soft skills in communication with customers and internal peers. Act with urgency and follow up to ensure issues are resolved to satisfaction and develop a rapport through successful personal interactions.">
11. Collaborate and interact with teams, departments, and interdepartmental peers to resolve customer issues effectively and timely. Participate in team and escalation meetings, contributing suggestions and solutions to increase effectiveness. Actively seek and apply knowledge gained from colleagues and other resources, sharing knowledge with others.">
12. Acquire and maintain expertise of Elite software products and application suites, operating platforms, and how customers can utilize and/or adapt software to manage their businesses financially and operationally. Complete application bootcamps and continuing education as necessary. Develop and demonstrate SQL skills to a proficient level for the role.">
13. Acquire new skills – continue to gain technical knowledge of how Elites' software products work in cloud-based and hybrid environments while becoming familiar with tools that allow for proactive monitoring of hosted environments.">
14. Flexibility – remain flexible to accommodate an ever-changing landscape of Elite-hosted software.">
15. Assist clients in using software to adhere to accounting best practices, including month-end and year-end balancing.">
16. Perform remote troubleshooting and complex financial data mining on client systems through extensive use of SQL Management Studio, backend logs, front-end testing, research, and liaising with development teams.">

Requirements:

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• Bachelor's degree or equivalent experience in IT, finance analysis, and/or accounting and finance.">
• 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 of 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 troubleshooting hardware and software compatibility issues across various configurations is a plus.">
• Prior knowledge/experience in legal finance sectors, professional services, or similar financial systems environments.">
• 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.">

Benefits:

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• Competitive compensation package.">
• Health plan.">
• Retirement savings plan with an employer contribution.">
• Time off.">
• Paid holidays.">
• Wellness initiatives.">
• Rice allowance.">
• Connectivity allowance.">
• Travel insurance.">