Senior Technical Support Analyst
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Job Description
Elite Technology is a leading, independent technology company that helps law firms drive profitability through improved operational effectiveness, increased efficiency, and greater visibility across their business. Our cutting-edge digital financial management and business operations solutions drive success for firms around the globe by improving finance and accounting operations, including billing, invoicing, payments, and financial reporting. By bringing together data, insights, and tools, we enable law firm leaders to make informed business decisions to build and manage their businesses more effectively and efficiently.
Job Description:
The Senior Support Analyst is an advanced level service contact assisting customers to effectively utilize the Elite software to meet their firm's business objectives. The role is to provide advanced level technical consultative Application Support for at least one Core application module/area in a project base environment. The role also is the primary internal collaborative/escalation point within the support team for mentoring and key liaison for inter-departmental collaboration.
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 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. Focus includes more advanced level service requests that may require weeks to resolve. Ability to jump in and take over other peer service requests and escalations.
- Maintains excellent Dashboard management which includes higher volume of active service requests and sound 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. Lead 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. Create white papers as necessary.
- Significant mentoring role for team/department. Lead mentoring and shadowing sessions for peers.
- Increase 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. Develop and demonstrate advanced SQL skills (query creation) to a proficient level for the role.
What You'll Need:
- Bachelor's degree or equivalent experience
- 5+ years technical, financial and/or related customer Support service experience in a software environment
- Intermediate to advanced knowledge in Microsoft SQL Server, MS office, Smartsheet, IE, and Salesforce
- Exceptional customer service soft skills with expertise in troubleshooting and solving complex problems
- Excellent organizational, time management, multitasking, written and verbal communication skills
- Prior knowledge/experience in legal finance sector, professional services or similar financial systems environment
- Elite software experience required
Benefits:
- Competitive Compensation Package ($80,000-$95,000 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
Please note that we do not offer sponsorship for this position.
Additional Information
Location
At Elite Technology, we embrace an employee-centric, flexible remote work model that empowers you to do your best work in the environment that suits you. However, we also recognize the importance of in-person collaboration for key moments that truly matter.
In our flexible remote approach, you have the freedom to choose a workspace within your home country that best fits your needs. Our corporate offices are located in New York City, Los Angeles, Costa Rica, and the Philippines, providing additional options for those who prefer or need a hybrid work environment.
Our diverse global team spans the U.S., Canada, U.K., Costa Rica, the Philippines, and Australia. Please note that at this time, we are unable to hire employees located in Quebec or Ontario Provinces, Alaska, Hawaii, Puerto Rico, and Oklahoma.
As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. We are proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
We also provide reasonable accommodation for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.
We are not accepting applications submitted through recruiting agencies.
