About the Role
We work with a mixture of customer use cases as we cover multiple financial modules globally. Success in this role relies on determining where to take action and who to involve to get the best and most time efficient outcomes.
Balancin g multiple issues with competing priorities will become second nature. No two days are the same, so if you are looking for a fast paced, collaborative role where you will be persistently challenged while growing, learning and developing, this is a phenomenal fit.
What would you do all day?
Handle a queue of financial support cases, prioritizing issues based on severity and customer impact
Work through exciting problems, motivate change and implement solutions
Handle time critical issues
Build solid relationships with our customers
Collaborate with Product Managers, QA and Development to determine solutions or workarounds
Balance ownership of existing case load while troubleshooting newly discovered issues
Maintain your knowledge of new functionality and compliance changes
Maintain certifications and training as required for the role
Get involved with initiatives, councils and projects that inspire your passion in support
Use your energy, drive and resourcefulness to encourage, mentor and coach others throughout the company
Participate in rostered shifts as part of our 24 / 7 Global Support shifts (Support Around the World)
Key Responsibilities :
Understand and support our customers in the following areas :
Customer Management
Configure, Price & Quote
Revenue & Project Billing
Financial Reporting (Accounts Receivable)
Document Management (OCR, Machine Learning, Email Ingestion)
Projects (Capital)
Grants & Awards
Delivered Integrations
About You
Basic Qualifications
3 years of experience with SaaS Financial Enterprise software (eg. SaaS, Oracle, SAP, Netsuite, Zuora, Infor, Taleo, onsite ERP, Peoplesoft, Kronos, Cornerstone or a similar application) in a support, implementation or consulting environment
Confident communicator (verbally and in writing), who collaborates with business users and peers at all levels and varying technical abilities
Other Qualifications
A strong level of familiarity with financial terminology and business processes relevant to the role
Bachelor's degree in Finance, Revenue Accounting, or related field, or equivalent work experience
Experience building internal and / or external facing documentation (KCS experience a plus)
An understanding of web service integrations that use SOAP, WSDL, XML is an advantage
Working Model
This role operates in a flex model with at least 50% of time spent in office.
As the role is supporting customers in Japan, this role will require the person to work a later shift
11 : 30am to 8pm in winter (April to September)
12 : 30pm to 9 : 00pm in summer (October to March)
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