Support Analyst

Support Analyst
Remote U.S.

WHO WE ARE

FinancialForce accelerates business growth with customer-centric ERP, Professional Services Automation (PSA), and Customer Success solutions. Run on the leading cloud platform, Salesforce, FinancialForce enables organizations to unlock customer insights, deliver innovative experiences, run a connected business, and achieve agility and resilience. Founded in 2009 and headquartered in San Francisco, FinancialForce is backed by Advent International, Salesforce Ventures, and Technology Crossover Ventures. For more information, visit www.financialforce.com
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
FinancialForce.com is looking for a Support Analyst to provide high quality support to our customers. This individual will be supporting our range of SaaS applications which are built natively on the salesforce.com platform. A key objective is to ensure the FinancialForce.com customers are satisfied with their service and queries are turned around efficiently and effectively.

Become an integral part of a rapidly growing team responsible for providing customer and partner support for FinancialForce.com cloud solutions. We are currently recruiting a highly motivated, enthusiastic Support Analyst with relevant knowledge of both cloud technologies and customer support processes. This individual will be proactively contributing to both the FinancialForce sales and customer implementation process with the key objective of ensuring customer satisfaction & reference ability. Our strong application solution heritage, combined with the scalability and security of the most successful SaaS platform in the market, makes for a unique and exciting career opportunity.

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

The ideal candidate will be someone who has experience of working in a fast-paced Support organization.

This is a varied role where support will be provided not only to customers but other support centers and other departments within FinancialForce.com. Directly liaising with salesforce.com support operatives will also be required.

Contributing to the customer knowledge base is also a vital part of the role. The successful candidate 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.

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

Candidate must have excellent customer management, technical and analytical skills, and experience communicating across different disciplines. The candidate must be a good communicator and have strong problem-solving skills.

Solid business judgement including fact-based and data-driven decision-making is critical.

WHAT YOU WILL DO IN THIS ROLE

• Troubleshoot cases to resolution
• Devote approximately 75% of time working customer support cases and 25% working
  onboarding/installation cases
• 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 by customer. Accessing customer installations may be required. Conducting telephone calls and remote meetings with our customers to discuss their issues. Collaborate with other members of the team to assist in case resolutions
• Register questions and / or suggestions on the case system, including testing performed,
  results, recreation, and next planned steps.
• 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.
• 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.

WHAT YOU NEED TO BE SUCCESSFUL IN THIS ROLE

• Degree or equivalent experience of working in a Support organization
• Commercial thinking
• Customer focused
• Exceptional analysis and problem-solving skills
• Ability to manage time and prioritize workload accordingly
• Exceptional verbal and written communication
• Ability to work well alone but also as part of a team
• Flexibility

WHAT ELSE WOULD BE GREAT

• Relevant industry qualification (e.g., AAT, CIMA, CPA, Prince2, etc)
• Experience of online Accounting, Professional Services, Supply Chain or Human Capital
  Management applications
• Exceptional technical skills
• Understanding of complex information systems
• Understanding of a programming language, such as Java, .Net or Salesforce Apex
• Experience of salesforce.com apps or platform
  

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