Application Support Analyst - Sydney, Australia - FinancialForce

FinancialForce

Verified Company

Sydney, Australia

1 week ago

Posted by:

Olivia Brown

beBee Recruiter

Description

Application Support Analyst

_Sydney, AU_

WHO WE ARE
FinancialForce knows that each individual brings something special to the team, exemplifying a diverse and inclusive work environment. We embrace your authenticity and encourage our employees to "Bring Yourself" to work every day

THE ROLE

You will provide customers with support services as well as develop and maintain customer relationships to ensure excellent customer satisfaction and loyalty.

As part of the role, you will be expected to work on specific support projects when they arise and where appropriate to ensure that any knowledge gained is distributed throughout the support organization and other departments/countries as needed.

A solid knowledge or background in accounting and related reporting and/or of professional services automation would be beneficial.

RESPONSIBILITIES

Troubleshoot cases to resolution.
Work closely with the technical support team when a more indepth evaluation is required
To ensure that our resolution timings based on case priority are met.
Provide support to customers, consultants, partners, and other support centers globally. Including trying to recreate the error/problem, advising customers whether it is a software problem, an operational error, or an enhancement.
To carry out in depth troubleshooting of complex customer incidents based on the information and replication steps provided. Accessing customer installations may be required. Conducting telephone calls and remote meetings with our customers to discuss their issues.
Providing mentoring and knowledge sharing to the support team.
Register questions and / or suggestions on the case system, including testing performed, results, recreation and next planned steps.
To provide knowledge transfer / training within the team.
Occasional travel
Promote good working relationships with Support team, Customer Success Management, Account Executives, Professional Services, and other resources as needed.
Ability to clearly communicate other service offerings including professional services and custom development.
To liaise with development or other departments on complex issues and involve the appropriate people when required.
To document solutions and provide information to enhance the quality of the support knowledge base.
Proactively identify and resolve problems then communicate back to the customer.
Escalate cases accordingly to the Executive team if the customer is dissatisfied and leverage the Red Account status if the customer is highly dissatisfied.
Ensure regular summaries of progress made on cases are left so that someone else can pick up the case should the need arise.
Participate in the weekend "On Call" rotation.