3E Application Support Analyst, EMEA

Elite is the trusted automation platform for law firm operations across most of the world's largest and most successful law firms. Elite has guided firms through every technology shift and today delivers the only cloud-native SaaS platform that unifies financial, invoice, time, and data management into a single system of action. With embedded AI, predictive analytics, and integrated payments, Elite's products enable firms to shorten billing cycles, reduce write-offs, and unlock firm-wide insights, making financial operations the foundation for law firm innovation and growth. Learn more at

Job Description:

The Application Support Analyst is the primary service contact assisting customers to effectively utilize Elite 3E software to meet their firm's business objectives. The role is to provide Application Support for Elite's 3E product in a non-call center type of project-based environment focusing on accounting.  The role may be cross trained or involved in other product offering over time

Shift: This position will support EMEA business hours. It will be a 9-hour shift between 9:00AM and 6:00PM UK time. This covers a 5-day working week including one Saturday or Sunday.

What You'll Do:

• 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 knowledge base 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 processes, 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.
• 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 Elite's 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 application 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 Elites' software products work in Cloud based and hybrid environments while becoming familiar with tools that allow for proactive monitoring of hosted environments.
• Flexibility – remain flexible to accommodate for an ever-changing landscape of Elite hosted software.
• Perform other duties as assigned to support departmental and company objectives.

What You'll Need:

• Bachelor's Degree in IT or equivalent experience.
• 2–3 years technical, financial and/or related customer Support service experience in a software environment
• High proficiency in writing/changing SQL queries, relational databases, and stored procedures.
• Knowledge in Microsoft SQL Server Administration (Performance), MS office, Azure, Azure Monitoring 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 
• Working knowledge of computer hardware and network operating systems and expertise trouble shooting hardware and software compatibility issues across various configurations.
• Prior knowledge/experience in legal finance sector, professional services or similar financial systems environment is a plus.
• Elite software experiences a significant plus.
• Proficiency in English at a B2+ level or higher (CEFR), with the ability to communicate effectively in both written and spoken formats.

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
• Employee Assistance Program
• Generous Global Parental Leave
• Calm, free premium subscription
• Employee Discount Program

Please note that we do not offer sponsorship for this position.

Additional Information

At Elite Technology, we embrace an employee-centric, flexible work model that empowers you to do your best work in the environment that suits you. However, we also recognize the importance of in-person collaboration for key moments that truly matter.

In our flexible remote approach, you have the freedom to choose a workspace within your home country that best fits your needs. Our corporate offices are located in New York City, Los Angeles, Costa Rica, and the Philippines, providing additional options for those who prefer or need a hybrid work environment.

Our diverse global team spans the U.S., Canada, U.K., Costa Rica, the Philippines, and Australia. Please note that at this time, we are unable to hire employees located in Quebec or Ontario Provinces, Alaska, Hawaii, Puerto Rico, Louisiana, and Oklahoma.

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. We are proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

We also provide reasonable accommodation for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

We are not accepting applications submitted through recruiting agencies.