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 Support Analyst role is the primary technical support contact, assisting customers to effectively utilize eBillingHub software to meet their business objectives. Overall, this role requires a blend of technical expertise, communication skills, strong problem-solving abilities, and a customer-centric mindset to deliver exceptional support and contribute to the success of the customers' business objectives. The Application Support Analyst role also requires the ability to adapt to the evolving technology updates, while identifying when to escalate client matters to development and product teams.
Shift: Monday through Friday, 12:00 PM to 9:00 PM Eastern Standard Time in the US.
What You’ll Do:
- Successfully work through and solve high complexity tickets by interpreting the needs of the customer, determining the solution to the problem, and assessing any downstream impact
- Manage a high-volume ticket queue accurately and effectively
- Provide technical training to junior support team members and cross functional teams
- Act as the main technical resource for implementations and transitions by working alongside our PSPMs and IPMs to achieve successful go lives
- Gather customer information, research internal knowledgebase and documentation for known solutions, isolate causes and take restorative actions while minimizing disruption to the customer’s business operation and document steps taken
- Use internal resources as needed and escalate issues to technical team lead or manager
- Participate in team meetings and contribute suggestions and solutions to increase effectiveness.
- Track inquiry resolution progress and where appropriate, actively call customers with a status update or resolution
- Assist and mentor other support team members, helping them to grow their skill set and understanding of the software
- Have good time management and organizational skills to successfully manage a revolving ticket queue between 40 to 60 tickets at any given time
- Respond to and communicate timely and effectively with customers, providing professional, courteous and knowledgeable service.
- 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.
- Ensure each customer contact is handled in a manner consistent with the Thomson Reuters brand and values to maintain customer satisfaction and retention.
What You'll Need:
- High proficiency in writing/changing SQL queries, relational databases, and stored procedures
- Bachelor's degree
- Knowledge of XML, XSLT and web services
- Exceptional customer service skills with expertise in troubleshooting and solving complex problems
- Ability to multi-task and establish priorities
- Excellent organizational, time management, written and verbal communication skills
- Ability to communicate effectively with various internal and external teams
- Prior experience in legal or financial systems
- Familiarity with programming languages (ASP.NET/VB.NET/C#)
- Familiar with software troubleshooting and basic network knowledge
- Experience in windows environment and active directory
- 3+ years technical support or related customer service experience in a software environment
- Strong understanding of SaaS based solutions
- Knowledge in Microsoft SQL Server, MS office, Azure, Azure Monitoring, Smartsheet, IE, Chrome, and relational database concepts
Benefits:
These are country specific.
- 100% remote work, with the ability to go to a WeWork in Escazú
- PTO
- 2 Elite Mental Health Days per year
- Annual Incentive Plan
- 14 Paid Costa Rica Holidays
- Comprehensive medical, dental, and vision benefits
- Life Insurance
Please note that we do not offer sponsorship for this position.
Additional Information
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.
