Technical Support Analyst

3 days ago

Remote India Harris Computer Full time US$ 80,000 - US$ 1,20,000 per year

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.

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