Elite 3E Financial Application Specialist

2 days ago

Paranaque City, Calabarzon, Philippines beBeeFinancial Full time ₱4,000,000 - ₱6,000,000

Technical Support Specialist, North America

About the Role

This is a technical consultative application support position responsible for providing expertise to customers utilizing Elite 3E software in a non-call center environment.

The successful candidate will be based in North America and work within an 8-hour shift schedule, Monday through Friday, between 9:00 AM and 8:30 PM Eastern Standard Time (EST).

Key Responsibilities
  • Pull service request tickets from phone queues and online customer portals, documenting challenges, expectations of resolution, steps to reproduce and necessary logs and attachments.
  • Utilize case management systems to record all information regarding challenges.
  • Replicate customer challenges using remote access utilities and other resources.
  • Leverage internal knowledge base resources, peer knowledge and documentation for known solutions.
  • Isolate causes and take restorative actions while minimizing disruption to the customer's business operations.
  • Provide timely and effective status updates throughout the life of the service request until resolution.
  • Communicate 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.
  • Collaborate and interact with teams, departments and interdepartmental peers to resolve customer issues effectively and efficiently.
Requirements
  • Bachelor's degree or equivalent experience in IT, Finance Analyst or Accounting and Finance.
  • Two or more years technical, financial, accounting and/or customer service experience with financial programs.
  • Thorough understanding of Generally Accepted Accounting Principles (GAAP).
  • Knowledge in Microsoft SQL Server, MS Office, Azure, Azure Monitoring, Smartsheet, IE, Chrome and relational database concepts.
  • 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.

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