Elite Technology

Support Analyst

Elite Technology

full-time

Posted on:

Location Type: Remote

Location: Philippines

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Tech Stack

SQL

About the role

  • The Support Analyst is the primary service contact assisting customers to effectively utilize the software to meet their firm’s business objectives.
  • The Support Analyst leverages advanced software troubleshooting skills, strong business acumen, and proven customer soft skills to proactively resolve simple to complex service requests from external customers and implementation personnel.
  • Ability to effectively capture, document, analyze, and reconcile customers' procedural, setup, Elite application, and integration-related inquiries utilizing remote access tools, data analysis tools, and internal systems.
  • Documents the nature and scope of found issues and takes steps toward resolution including testing and leveraging existing internal knowledge bases and documentation.
  • Communicates and recommends simple to complex business processes, procedural and/or diverse service request solutions to resolve customer issues.

Requirements

  • Bachelor's Degree in Law, Finance, Information Systems or equivalent experience.
  • 2–3 years of experience in technical, financial, or customer support experience in a software environment
  • Technical knowledge of MS-Windows and fundamental relational database concepts (preferably MS-SQL)
  • Deductive logic, complex problem-solving, and excellent troubleshooting skills to formulate customer-specific solutions.
  • Clear, concise, courteous, and professional English written and verbal communication.
  • Self-directed, able to prioritize, and effectively manage many cases at a time.
  • Exceptional customer service, organization, and time management skills
  • Preferred Skills and Experience: Strong team player capabilities, willing to offer and seek assistance to/from others as appropriate.
  • Desire for self-improvement i.e., self-study on own initiative and continuing education opportunities
  • Ability to work well across departments and all skill levels.
  • Advanced experience using and troubleshooting Microsoft Office 2016, 2019, and 365 with an emphasis on Excel, Outlook, and Word.
  • Ability to travel up to 10% as business needs require
  • Must be legally authorized to work in Philippines; Elite does not provide employment sponsorship for this position
  • Proficiency in English at a C1 level or higher (CEFR)
Benefits
  • Competitive compensation package
  • Health Plan
  • Retirement savings plan with an employer contribution
  • Time off
  • Paid holidays
  • Wellness Initiatives
  • Rice Allowance
  • Connectivity Allowance
  • Travel Insurance
  • Employee Assistance Program
  • Generous Global Parental Leave
  • Calm, free premium subscription
  • Employee Discount Program
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
software troubleshootingdata analysisMS-WindowsMS-SQLMicrosoft Office 2016Microsoft Office 2019Microsoft Office 365ExcelOutlookWord
Soft Skills
business acumencustomer serviceproblem-solvingcommunicationorganizationtime managementself-directedteam playerdeductive logicself-improvement
Certifications
Bachelor's Degree in LawBachelor's Degree in FinanceBachelor's Degree in Information Systems