Technical Support Analyst

Job Description

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 Bachelors 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.