Financial Application Support Professional

Job Opportunity: Financial Application Specialist

The primary objective of this role is to provide expert technical assistance and support to clients in utilizing Elite 3E software effectively. This involves providing consultative application support for the Elite 3E product in a project-based environment.

Key Responsibilities:

• Pull service request tickets from phone queues and online customer portals, documenting challenges and expectations concisely.
• Record all relevant information regarding challenges using case management systems.
• Use remote access utilities and other resources to replicate customer challenges.
• Leverage internal knowledge base resources, peer knowledge, and documentation for known solutions.
• Isolate causes and take restorative actions while minimizing disruption to customers' business operations.
• Provide timely and effective status updates throughout the life cycle of service requests until resolution.
• Communicate and recommend complex business processes, procedures, and diverse information to resolve customer issues and potential future preventative actions.
• Maintain dashboard management, including active service requests and aging specifications.
• Exhibit high-level soft skills in communication with customers and internal peers, acting with an appropriate sense of urgency and following up to ensure issues are resolved to satisfaction.
• 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, proactively sharing knowledge with others.
• Acquire and maintain expertise of Elite's software product and application suites, operating platforms, and how customers can utilize and/or adapt software to manage their businesses both financially and operationally.
• Develop and demonstrate proficient SQL skills for the role.
• Stay adaptable and flexible to accommodate the ever-changing landscape of Elite hosted software.
• Assist clients in using software to adhere to accounting best practices, including month-end and year-end balancing.
• Conduct remote troubleshooting and complex financial data mining on client systems through extensive use of SQL Management Studio, backend logs, frontend testing, research, and liaison with development teams.

Requirements:

• Bachelor's degree or equivalent experience in IT, Finance Analyst, 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.
• 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.

Benefits:

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

About the Role:

This is a great opportunity for individuals who are passionate about providing exceptional customer service and have expertise in financial applications. If you are motivated, organized, and enjoy working in a dynamic environment, we encourage you to apply.