3E Application Support Analyst, EMEA

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