Technical Support Analyst

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.