Application Support Analyst

Job Description: We are looking to add a new Application Support Analyst where that person will focus on providing application support to customers of Elite. Elite is the leading global provider of innovative business management solutions that enable law firms and professional services organizations to streamline operations, maximize efficiency, and increase visibility into all aspects of their businesses. Elite is focused on enabling firms of all sizes and locations to meet their true potential and provide the best service for their clients. Shift : This position will support EMEA Business Hours - which would be a 9-hour shift between 9:00AM and 6:00PM UK time. This includes 1 hour for a break. 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.
• Provide a 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 Elite’s software products work in Cloud based and hybrid environments while becoming familiar with tools that allow for proactive monitoring of hosted environments.
• 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.

• Bachelor’s degree or equivalent experience.
• 2+ years technical, financial and/or related customer support service experience preferably in a Cloud software environment.
• Knowledge in Microsoft SQL Server, 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 and operating systems and expertise in troubleshooting software compatibility issues across various configurations.
• 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 (Software as a Service) product or company is preferred.

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