Application Support Analyst, 3E

Job Description

Elite Technology is seeking an Application Support Analyst to provide technical consultative support for their Elite 3E product. This is a remote position based in Costa Rica. The Analyst will assist customers in effectively utilizing the software to meet their firm’s business objectives, working in a non-call center, project-based environment. The role may expand to include other product offerings over time.

Responsibilities include:

• Pulling service request tickets from phone queue and online customer portal.
• Documenting challenges, expectations, reproduction steps, and necessary logs.
• Using case management system to record all information.
• Using remote access utilities to replicate customer challenges.
• Leveraging internal knowledgebase, peer knowledge, and documentation for solutions.
• Isolating causes and taking restorative actions.
• Providing timely status updates.
• Communicating complex business processes and procedures.
• Maintaining dashboard management.
• Collaborating with team members to resolve issues.
• Acquiring and maintaining expertise in Elite’s software products.
• Developing SQL skills.
• Troubleshooting financial data on client systems.

Requirements:

• Thorough understanding of Generally Accepted Accounting Principles (GAAP).
• Bachelor’s degree or equivalent experience in IT, Finance Analyst, and/or Accounting and Finance.
• 2+ years of technical, financial, accounting, and/or customer service experience with financial programs.
• Knowledge in Microsoft SQL Server, MS Office, Azure, Azure Monitoring, Smartsheet, IE, Chrome, and relational database concepts.
• Exceptional customer service skills.
• Excellent organizational, time management, and communication skills.
• Working knowledge of computer hardware and network operating systems.
• Prior knowledge/experience in legal finance sector, professional services or similar financial systems environment.
• Experience as a technical support engineer, application support analyst or application support engineer for a SaaS product or company is preferred

Elite Technology offers:

• 100% remote work.
• PTO.
• 2 Elite Mental Health Days per year.
• Annual Incentive Plan.
• 14 Paid Costa Rica Holidays.
• Comprehensive medical, dental, and vision benefits.
• Life Insurance.