Technical Support Delivery Analyst

Details of the offer

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.

Balancing 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 (e.g., 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. 11:30 am to 8:00 pm in winter (April to September). 12:30 pm to 9:00 pm in summer (October to March).
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Nominal Salary: To be agreed

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