Global Financial Software Support Specialist

3 days ago

Pasay, National Capital Region, Philippines beBeeApplication Full time $70,000 - $95,000
Job Title:

Financial Application Specialist

Job Description:

We are seeking a highly skilled and motivated Financial Application Specialist to join our team. As a key member of our organization, you will be responsible for providing technical consultative application support for Elite's 3E product in a non-call center type of project-based environment.

This role involves working with customers to effectively utilize Elite's 3E software to meet their firm's business objectives. You will provide timely and effective status updates throughout the life of the service request until resolution.

You will also have the opportunity to collaborate and interact with internal peers to resolve customer issues effectively and timely. Additionally, you will participate in team and escalation meetings and contribute suggestions and solutions to increase effectiveness.

Your primary focus will be on providing high-level soft skills in communication with customers and internal peers. You will 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.

Main Responsibilities:

  1. Pull service request tickets from phone queue and online customer portal
  2. Document concisely the challenge, expectations of resolution, steps to reproduce and necessary logs, attachments
  3. Use case management system to correctly record all information regarding challenge
  4. Use remote access utilities and other resources to replicate customer challenge
  5. Leverage internal knowledgebase 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 and recommend complex business process, procedures, and diverse information to resolve customer issues and potential future preventative actions
Required Skills and Qualifications:

To be considered for this role, you must have:

  • Bachelor's degree or equivalent experience in IT, Finance Analyst and/or Accounting and Finance
  • 2+ years 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
Benefits:

We offer a competitive compensation package, health plan, retirement savings plan with an employer contribution, time off, paid holidays, wellness initiatives, rice allowance, connectivity allowance, and travel insurance.

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