Principal Support Analyst - Remote

Overview

The Principal Support Analyst is a customer operations expert responsible for resolution of escalated, complex and high-profile customer incidents, providing expert level tactical consultative support in a non-call center project-based environment.

In Short

• Ownership of complex service request tickets from customers.
• Role model for documentation management and customer engagement.
• Expert-level dashboard management and adherence to response times.
• Exceptional communication and customer service skills.
• Mentorship and training for team members.
• Contribute to knowledge bases and create advanced white papers.
• Lead mentoring initiatives and training sessions.
• Expert knowledge of Elite’s software products.
• Provide troubleshooting and data analysis using SQL.
• Lead discussions on accounting best practices with clients.

Requirements

• Bachelor’s degree or equivalent experience in Elite Enterprise and 3E software.
• 8+ years of technical, financial, or related customer support experience.
• Advanced knowledge in MS SQL Server and relational database concepts.
• Exceptional customer service and problem-solving skills.
• Excellent time management, multitasking, and communication skills.
• Exceptional coaching and mentoring skills.
• Understanding of GAAP and legal industry accounting experience preferred.
• 5+ years of advanced Elite software experience required.
• SaaS product experience is preferred.

Benefits

• Competitive Compensation Package ($110,000-$130,000 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