FinancialForce

Application Support Analyst

  • Contract: Full-time

Job Description

Are you a born problem-solver? Does fixing complex problems and helping customers get you out of bed every morning? If so, join our rapidly growing team responsible for providing customer and partner support for FinancialForce cloud solutions. We are building a dynamic team of a highly motivated, enthusiastic Support Analyst with relevant knowledge of both cloud technologies and customer support processes. As a member of our team, you will be contributing to the overall experience of our customers’, success of our implementations, and effectiveness of our team.

FinancialForce is looking for Customer Support Analysts who will enthusiastically serve our customers and partners by providing technical and functional application assistance. You will be a stickler for both accuracy of the solutions and the speed to deliver it back to our customers.

The ideal candidate will be an experienced support operative, but we will consider any enthusiastic technical sleuth with a passion for happy customers. Every day is different and boring will never describe this assignment. In this varied role you support customers as well as internal teams, support centers, and our partners. Directly liaising with salesforce.com support operatives will be required as they are handling some of FinancialForce.com’s tier one support.

As we grow and scale you may be participate special projects to further enable our growth, develop our repeatable methodology, build our knowledge base, and provide even greater levels of customer satisfaction.

As a successful candidate you must be able to function in a fast paced, dynamic, global environment and be capable of balancing multiple priorities most of which are deadline driven. You must have a dedication to documenting customer interactions and delivered solutions by keeping the case system diligently up to date. You will exhibit solid business judgment, analytical skills, and grace under pressure. Of course, your ability to professionally communicate with customers verbally and in writing must be extremely well developed.

RESPONSIBILITIES

  • Work with customers, consultants, and partners to understand their needs and expectations and to direct them to the proper solution in a timely manner.
  • Reproduce errors, problems or bugs as a part of a case investigation. Ultimately determine whether the case is an application problem, an operational error or an enhancement
  • Serve as point of contact for customer investigations and troubleshoot or solve basic as well as complex customer incidents
  • Work weekends on an on-call rotational basis
  • Register questions and / or suggestions on the case system, including testing performed, results, recreation and next planned steps
  • Manage customer expectations and experience in a way that results in high customer satisfaction
  • Provide knowledge transfer / training within the team, share best practices with team members to enhance the quality and efficiency of customer support and contribute to the knowledge base
  • Promote good working relationships with Support team, Customer Success Management, Account Executives, Professional Services, and other resources as needed
  • Communicate other service offerings including professional services and custom development
  • Liaise with development or other departments on complex issues and involve the appropriate people when required
  • Proactively identify and resolve problems then communicate back to the customer

Skill Requirements

  • Competency or experience supporting one or more of our core business areas: Accounting, Supply Chain Management, Professional Services Automation, Human Capital Management
  • Bachelor’s degree or equivalent in Accounting, Finance, Business, Management Information Systems or Associate degree in IT or other related field or can demonstrate comparable work experience
  • Experience with Salesforce.com or other SaaS solutions
  • Ability to multitask and perform effectively under pressure
  • Customer case management skills including extreme attention to detail, focus, and good judgment
  • Demonstrated analysis, problem solving and skills troubleshooting expertise
  • Competent use of MS Office Tools (Word, Excel, Access)
  • Understanding of complex information systems
  • Understanding of enterprise application architecture and functional requirements
  • Previous experience at a software company or an IT department
  • Experience supporting ERP solutions such as NetSuite, Oracle, PeopleSoft, SalesForce, Deltek, SAP, QuickBooks, Quicken, Clarizen, Changepoint, Kimble, Projector, Tenrox, Lawson, Epicor, JD Edwards, Microsoft Dynamics, Workday

About the Company

FinancialForce is the leading cloud ERP for the new services economy. The #1 ERP native to the Salesforce platform, FinancialForce unifies data across the enterprise in real-time, enabling companies to rapidly evolve their business models with customers at the center. Founded in 2009 and headquartered in San Francisco, FinancialForce is backed by Salesforce Ventures, Technology Crossover Ventures, Advent International, and UNIT4. For more information, visit Opens a New Window. www.financialforce.comOpens a New Window.

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