Support Analyst

Job Description:

The Support Analyst is the primary service contact assisting customers to effectively utilize the software to meet their firm’s business objectives. The Support Analyst leverages advanced software troubleshooting skills, strong business acumen, and proven customer soft skills to proactively resolve simple to complex service requests from external customers and implementation personnel. The Support Analyst position requires the ability to effectively capture, document, analyze, and reconcile customers' procedural, setup, Elite application, and integration-related inquiries utilizing remote access tools, data analysis tools, and internal systems 

Work Arrangement: ​Remote​ 

This role requires the individual to be based in ​Philippine. US time zone coverage and US weekend / afterhours shift potential.

What You’ll Do:

• Problem Resolution: Communicates and recommends simple to complex business processes, procedural and/or diverse service request solutions to resolve customer issues Documents the nature and scope of found issues and takes steps toward resolution including testing and leveraging existing internal knowledge bases and documentation Effectively uses local test systems, remote access utilities, and other resources during the Support Analyst process and escalates issues to senior-level analysts when necessary for further analysis. Isolates root causes and efficiently takes restorative actions while minimizing disruption to the customer’s business operation.    
• Customer Satisfaction: Respond and communicate effectively and consistently with customers to build trust and loyalty by providing professional, courteous, and knowledgeable service Effectively communicates service request status and actions taken towards problem resolution to a diverse audience of differing levels of technical competence.    
• Client Management: Effectively manages customer issues by prioritizing and setting expectations appropriately Effectively coordinates appropriate resources required to manage customer issues.    
• Collaboration: Collaboratively interacts with colleagues to resolve customer issues in the most effective manner Proactively participates in team meetings and interdepartment escalations contributing suggestions and solutions to increase cooperation and effectiveness    
• Technical Expertise: Acquires and maintains expertise on the Legal Enterprise Solutions product set and its operating platforms Requires a good working knowledge of how client firms could utilize or adapt the software to effectively manage their business from a financial and operational perspective as well as being able to test and evaluate new technologies and software updates. Participates in process improvements to streamline operational challenges.   
• ​​Perform other duties as assigned to support departmental and company objectives.​ 

What You’ll Need:

• ​​Bachelor's Degree​ in Law, Finance, Information Systems or equivalent experience. 
• ​​2–3 years​ of experience in technical, financial, or customer support experience in a software environment 
• Technical knowledge of MS-Windows and fundamental relational database concepts (preferably MS-SQL)    
• Deductive logic, complex problem-solving, and excellent troubleshooting skills to formulate customer-specific solutions.    
• Clear, concise, courteous, and professional English written and verbal communication.    
• Self-directed, able to prioritize, and effectively manage many cases at a time.    
• Exceptional customer service, organization, and time management skills    
• Preferred Skills and Experience:    
• Can consistently and successfully demonstrate, (with minimal supervision): Strong team player capabilities, i.e., willing to offer and seek assistance to/from others as appropriate. 
• Desire for self-improvement i.e., self-study on own initiative and continuing education opportunities Participation in both client-facing and internal projects    
• Ability to work well across departments and all skill levels.    
• Advanced experience using and troubleshooting Microsoft Office 2016, 2019, and 365 with an emphasis on Excel, Outlook, and Word Troubleshoot Office solution deployment for VSTO\COM-Add-ins General understanding of XML and XML error codes/logs.    
• Ability to travel up ​<10%​ as business needs require 
• ​​Role requires the following physical capacity:​ ​Sedentary: primarily desk/computer work​  
• ​​Must be legally authorized to work in​ ​Philippines​; ​Elite does not provide employment sponsorship for this position​ 
• Proficiency in English at a C1 level or higher (CEFR), with the ability to communicate effectively in both written and spoken formats.

Benefits:

• Competitive compensation package
• Health Plan
• Retirement savings plan with an employer contribution
• Time off
• Paid holidays
• Wellness Initiatives
• Rice Allowance
• Connectivity Allowance
• Travel Insurance
• Employee Assistance Program
• Generous Global Parental Leave
• Calm, free premium subscription
• Employee Discount Program