The Technical 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 technical consultative support for Elite’s 3E product in a non-call center type of project-based environment. The role may be cross trained or involved in other product offering over time. This position will support EMEA business hours. Additionally, Saturday & Sunday Support may also be required (on rotation).
- 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 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.
- 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
