Tech Support Specialist

We are seeking a highly skilled Application Support Analyst to join our team.

• Pull service request tickets from phone queue and online customer portal. Intake and document concisely the challenge, expectations of resolution, steps to reproduce and necessary logs, attachments.
• Use case management system to correctly record all information regarding challenge.
• Use remote access utilities and other resources to replicate customer challenge.
• Leverage internal knowledgebase resources, peer knowledge and documentation for known solutions.
• Isolate causes and take restorative actions while minimizing 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 process, procedures, and diverse information to resolve customer issues and potential future preventative actions.
• Maintain appropriate dashboard management which includes volume of active service requests and appropriate aging specifications of open service requests.
• Provide high level of 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.
• Collaborate and Interact with team, department, and interdepartmental peers to resolve customer issues effectively and timely. Participate in team and escalation meetings and 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 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 bootcamps and continuing education as necessary. Develop and demonstrate SQL skills to a proficient level for the role
• Acquire new skills – continue to gain technical knowledge of how software products work in Cloud based and hybrid environments while becoming familiar with tools that allow for proactive monitoring of hosted environments.
• Help 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 through extensive use of SQL Management Studio, backend logs, front end testing, research and liaising with development teams.

• Pull service request tickets and intake challenges.
• Record information using case management system.
• Replicate customer challenges using remote access utilities.
• Leverage knowledgebase resources for known solutions.
• Isolate causes and take restorative actions.
• Provide timely status updates.
• Communicate complex business processes.
• Maintain dashboard management.
• Develop soft skills in communication.
• Collaborate with team to resolve issues.
• Aquire expertise in software products.
• Acquire new skills in cloud environments.
• Help clients adhere to accounting best practices.
• Perform remote troubleshooting.

• Highly skilled Application Support Analyst.
• Excellent communication and problem-solving skills.
• Ability to learn and adapt quickly.
• Knowledge of software products and application suites.
• SQL skills to a proficient level.
• Cloud-based and hybrid environment knowledge.
• Accounting best practices knowledge.

• Fulfilling career opportunities.
• Ongoing training and education.
• Professional growth and development.