Product Support Senior Specialist - Remote

3:00pm - 11:00pm EST

Must be able to work occasional weekends and holidays.

ActiveDisclosure is our proprietary, cloud-based disclosure management solution that allows public companies to easily create, manage, XBRL-tag and file financial reports with regulatory agencies including the SEC. The ActiveDisclosure platform provides customers with complete control over the entire disclosure and compliance reporting process, incorporating Microsoft® Office 365, Office Online Server and Azure, and providing industry- leading, SOC2 Type II security. 

The Product Support Specialist provides subject matter technical and customer assistance to clients on the implementation and configuration of new and existing customers using the company's proprietary document management, composition, and/or print workflow systems. 

• Support DFINs ArcDigital Webhosting Platform 
• Process filings and posting of regulatory documents. 
• Support clients on technical issues
• Respond to requests and inquiries from clients within the pre-determined timeframe of our service level agreement. 
• Serve as the escalation point for technical and/or client issues. 
• Diagnose, investigate and laise with the Development and Implementation teams to resolve problems and provide responses to client inquiries. 
• Assist with special projects as needed
• Participation in user acceptance testing (UAT) for application bugs. Participation in user acceptance testing (UAT) of new features. 
• Improve documentation of support policies and procedures. 
• Performs other duties assigned by management. 

• Minimum of 2 years practical working experience in software/application support

• Conceptual understanding of Quality Assurance (QA) processes, practices and methodologies 

• Passion for client service 

• Strong knowledge base of Windows operating systems. 
• Proficiency in MS Office applications including Word, Excel, and Outlook. Experience with MS Teams and SharePoint is desired.
• Previous experience troubleshooting application-related problems 
• The ability to multitask in a fast-paced work environment.
• Strong written, oral communication skills and interpersonal skills 
• The ability to work independently with minimum supervision and as part of a team. 
• Must be skilled at managing multiple priorities 
• Must have strong organizational skills with ability to manage deadlines and prioritize workload. 
• Experience in the Financial Services industries preferred, but willing to train the proper candidate.