Senior Application Support Analyst

Company: Elite Technology
Location: New York
Posted on: October 16, 2024

Job Description:

Job Description:
The Senior Support Analyst is an advanced level service contact assisting customers to effectively utilize the Elite software to meet their firm's business objectives. The role is to provide advanced level technical consultative Application Support for at least one Core application module/area in a project base environment. The role also is the primary internal collaborative/escalation point within the support team for mentoring and key liaison for inter-departmental collaboration.
What You'll Do:

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• 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. Focus includes more advanced level service requests that may require weeks to resolve. Ability to jump in and take over other peer service requests and escalations.
  
• Maintains excellent Dashboard management which includes higher volume of active service requests and sound 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. Lead 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. Create white papers as necessary.
  
• Significant mentoring role for team/department. Lead mentoring and shadowing sessions for peers.
  
• Help clients use software to adhere to accounting best practices including month end and year end balancing.
  
• Increase 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. Develop and demonstrate advanced SQL skills (query creation) to a proficient level for the role.
  
  What You'll Need:
  
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  • Bachelor's degree or equivalent experience
    
  • 5+ years technical, financial and/or related customer Support service experience in a software environment
    
  • Intermediate to advanced knowledge in Microsoft SQL Server, MS office, Smartsheet, IE, and Salesforce
    
  • Exceptional customer service soft skills with expertise in troubleshooting and solving complex problems
    
  • Excellent organizational, time management, multitasking, written and verbal communication skills
    
  • Prior knowledge/experience in legal finance sector, professional services or similar financial systems environment.
    
  • Strong understanding of Generally Accepted Accounting Principles (GAAP), and or prior Legal industry accounting experience preferred.
    
  • Elite software experience required.
    
    Benefits:
    
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    • Competitive Compensation Package ($85,000-$95,000 base salary + a variable component)
      
    • Comprehensive Healthcare Coverage (Health, Dental, Vision)
      
    • Retirement Savings Plan with an Employer Contribution
      
    • Professional Development Opportunities
      
    • Time Off
      
    • Wellness Initiatives
      
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Keywords: Elite Technology, Fairfield , Senior Application Support Analyst, Professions , New York, Connecticut