Application Support Analyst, 3E - Remote

Overview

The Financial Application Specialist 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 Application Support for Elite’s 3E product in a non-call center type of project-based environment.

In Short

• Pull service request tickets from phone queue and online customer portal.
• Use case management system to record all information regarding challenges.
• Use remote access utilities to replicate customer challenges.
• Leverage internal knowledgebase resources for known solutions.
• Isolate causes and take restorative actions.
• Provide timely and effective status updates throughout the service request lifecycle.
• Communicate complex business processes to resolve customer issues.
• Maintain dashboard management of active service requests.
• Provide high level of soft skills in communication with customers.
• Collaborate with team and interdepartmental peers to resolve customer issues.

Requirements

• Thorough understanding of Generally Accepted Accounting Principles (GAAP).
• Bachelor’s degree or equivalent experience in IT, Finance Analyst and/or Accounting.
• 2+ years technical, financial, accounting and/or customer service experience.
• Knowledge in Microsoft SQL Server, MS Office, Azure, and relational database concepts.
• Exceptional customer service soft skills.
• Excellent organizational and communication skills.
• Ability to efficiently multitask and prioritize.
• Working knowledge of computer hardware and network operating systems.
• Prior knowledge/experience in legal finance sector preferred.
• Experience as a technical support engineer or application support analyst preferred.

Benefits

• 100% remote work.
• PTO.
• 2 Elite Mental Health Days per year.
• Annual Incentive Plan.
• 14 Paid Costa Rica Holidays.
• Comprehensive medical, dental, and vision benefits.
• Life Insurance.