Job Description: The Support Analyst role is the primary technical s upport contact , assisting customers to effectively utilize eBillingHub software to meet their business objectives. Overall, this role requires a blend of technical expertise , communication skills, strong problem-solving abilities, and a customer-centric mindset to deliver exceptional support and contribute to the success of the customers' business objectives . The Application Support Analyst role also requires the ability to adapt to the evolving technology updates, while identifying when to escalate client matters to development and product teams.
Shift: 12:00 AM to 9:00 AM local time in the Philippines as this role would be supporting Eastern Standard Time in the US.
What You'll Do: Successfully work through and solve high complexity tickets by interpreting the needs of the customer, determining the solution to the problem, and assessing any downstream impact Manage a high-volume ticket queue accurately and effectively Provide technical training to junior support team members and cross functional teams Act as the main technical resource for implementations and transitions by working alongside our PSPMs and IPMs to achieve successful go lives Gather customer information, research internal knowledgebase and documentation for known solutions, isolate causes and take restorative actions while minimizing disruption to the customer's business operation and document steps taken Use internal resources as needed and escalate issues to technical team lead or manager Participate in team meetings and contribute suggestions and solutions to increase effectiveness. Track inquiry resolution progress and where appropriate, actively call customers with a status update or resolution Assist and mentor other support team members, helping them to grow their skill set and understanding of the software Have good time management and organizational skills to successfully manage a revolving ticket queue between 40 to 60 tickets at any given time Respond to and communicate timely and effectively with customers, providing professional, courteous and knowledgeable service. Act with an appropriate sense of urgency and follow up to ensure issues are resolved to satisfaction and develop a rapport through successful personal interactions. Ensure each customer contact is handled in a manner consistent with the Thomson Reuters brand and values to maintain customer satisfaction and retention. What You'll Need: High proficiency in writing/changing SQL queries, relational databases, and stored procedures Bachelor's degree Knowledge of XML, XSLT and web services Exceptional customer service skills with expertise in troubleshooting and solving complex problems Ability to multi-task and establish priorities Excellent organizational, time management, written and verbal communication skills Ability to communicate effectively with various internal and external teams Prior experience in legal or financial systems Familiarity with programming languages (ASP.NET/VB.NET/C#) Familiar with software troubleshooting and basic network knowledge Experience in windows environment and active directory 3+ years technical support or related customer service experience in a software environment Strong understanding of SaaS based solutions Knowledge in Microsoft SQL Server, MS office, Azure, Azure Monitoring, Smartsheet, IE, Chrome, and relational database concepts 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 #J-18808-Ljbffr
