As a Technical Support Analyst, you will manage client communications, resolve support tickets, and ensure customer satisfaction through effective problem-solving and teamwork.
RESPONSIBILITIES
- Act as the first line of communication with clients, thus focusing intently on customer satisfaction and relationship management.
- All tickets assigned a problem type, identified as either Tier 1 or Tier 2 support, and assigned to a member of the Financial Operations queue within 4 business hours of receipt of the ticket.
- Identify and escalate tickets outside of Tier 1 and 2 support capabilities and perform a detailed written hand-off, and if required, verbal hand-off to a Tier 3 resource.
- All tickets in a Tier 1 status must not exceed 2 business days in the ticket queue. A resolution, user-approved ticket closure (with support attached), status change to pending or escalation to Tier 2, is required by the 3rd business day.
- User setup and access modification issues are marked as resolved within 1 business day from ticket transfer into the Finance Systems Support queue and have the required access approval support included in, or attached to the ticket.
- Meets all defined service levels for unresolved problems, and re-assign tickets to the appropriate internal/external team.
- Makes recommendations to address problems, improve service, and provide improved support.
- All tickets in a pending status contain the pending reason. All pending tickets should be transferred out of pending status within 2 business days of the assignment of the ticket to pending.
HARRIS SYSTEMS IN SCOPE
- Blackline
- BPC
- Bank of America CashPro
- Credit Hound
- ExpenSite
- Great Plains
- Nexus
- Jaggaer
- Crystal Reports
- Integration Middleware
REQUIRED SKILLS
- Bachelor's degree in computer science or related field.
- 2+ years of enterprise software support experience (preferably with international customers)
- Customer Focus - Building strong customer relationships and delivering customer-centric solutions.
- Proficient in English – speaking, reading, and writing.
- Proven ability to learn and gain working knowledge of new systems and business processes.
- Proficient in the following Microsoft Office 365 applications: Outlook, Word, Excel, Teams
- Flexibility/adaptability - Adjusts quickly to changing priorities and conditions. Copes effectively with complexity and change.
- Communicates Effectively - Developing and delivering multi-mode communications (verbal and written) that convey a clear understanding of the unique needs of different audiences with clients at all levels; from senior executives to accounting clerks and third-party implementers.
- Drives Results - consistently achieving results, even under tough circumstances.
- Attention To detail – does not let important details slip through the cracks.
- Reliable – can be counted on to deliver quality work on time, or communicate any delays in advance of deadlines.
- Teamwork - Positive team attitude and ability to adapt to a fast-paced environment.
GOOD TO HAVE
- Experience with the Great Plains, SQL, and automation (such as Python) shall be an asset.
- Basic knowledge of the structure of a Financial Operations team.
Top Skills
Bank Of America Cashpro
Blackline
Bpc
Credit Hound
Crystal Reports
Expensite
Great Plains
Integration Middleware
Jaggaer
Microsoft Office 365
Nexus
Python
SQL
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