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 Principal Support Analyst is a customer operations expert for one or more functional areas and is responsible for resolution of escalated, complex and high-profile customer incidents. The individual will provide expert level tactical consultative support for the customers and serves as the expert coach and mentor in at least one Core application module/area in a non-call center project-based environment.
What You’ll Do:
- Pull the most challenging service request tickets from phone queue and online customer portal and know when to take ownership of peer service requests. Number one escalation point for technical service request assistance and large customer initiatives. Role model for documentation management skills. Be able to step in as interim team leader as needed or directed. Be almost completely self-sufficient with few escalation paths to go to with no guidance from others. Role model for escalation management skills. Proactive engagement and escalations lead with peer departments.
- Maintain highest level of Dashboard management which could include most challenging volume of active service requests and appropriate aging specifications of open service requests.
- Provide highest level of soft skills in communication with customers and internal peers. Act with perfect sense of urgency and follow up to ensure issues are resolved to satisfaction and develop a rapport through successful personal interactions.
- Collaborative and mentoring lead for team, department and interdepartmental peers to resolve customer issues effectively and timely. Lead in team, mentoring 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. Enrich customer and internal facing knowledge base by vetting service requests for more applicable searches and create leading white papers on advanced topics.
- Lead Mentor for department and/or product focus. Set up mentoring sessions and perform virtual and/or on-site shadowing sessions.
- Acquire and maintain expert level expertise of Elite’s software product and application suites and operating platforms in the most advanced areas of the product and how customers can utilize and/or adapt software to effectively manage their business both financially and operationally. Lead conversations with clients on using Elite software to adhere to accounting best practices including month end and year end balancing.
- Be an expert on remote troubleshooting and complex financial data mining on client systems through extensive use of SQL Management Studio, backend logs, front end testing, research and liaising with Development teams.
What You’ll Need:
- Bachelor’s degree or equivalent experience in Elite Enterprise and 3E software.
- 8+ years technical, financial and/or related customer Support service experience in a software environment.
- Advanced Knowledge in MS SQL Server, MS office, Smartsheet, IE, Chrome and relational database concepts.
- Exceptional customer service soft skills with expertise in troubleshooting and solving complex problems.
- Excellent organizational, time management, multitasking, written and verbal communication skills.
- Exceptional coaching and mentoring skills.
- Thorough understanding of Generally Accepted Accounting Principles (GAAP), and or prior Legal industry accounting experience preferred.
- 5+ years of advanced Elite software (Enterprise and 3E) experience required.
- SaaS product experience is preferred.
Benefits:
- Competitive Compensation Package ($90,000-$115,000 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
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.
