Principal Support Analyst

Summary

Join Elite Technology as a Principal Support Analyst and become a customer operations expert, resolving escalated, complex customer incidents. You will provide expert-level support, mentor team members, and contribute to knowledge base improvements. This role requires advanced knowledge of Elite's software and strong troubleshooting skills. You will lead client discussions on best practices and work closely with development teams. The position offers a competitive compensation package, comprehensive healthcare, retirement savings, professional development, and time off. Elite Technology embraces a flexible remote work model.

Requirements

• Bachelor’s degree or equivalent experience in Elite Enterprise and 3E software
• 8+ years technical, financial and/or related customer Support service experience in a software environment
• Advanced Knowledge in MS SQL Server, MS office, Smartsheet, IE, Chrome and relational database concepts
• Exceptional customer service soft skills with expertise in troubleshooting and solving complex problems
• Excellent organizational, time management, multitasking, written and verbal communication skills
• Exceptional coaching and mentoring skills
• 5+ years of advanced Elite software (Enterprise and 3E) experience required

Responsibilities

• Take ownership of the most complex service request tickets from the phone queue and online customer portal, stepping in as a key escalation point for technical service issues and large customer initiatives
• Serve as a role model for documentation management, escalation handling, and proactive customer engagement, ensuring timely and effective resolutions
• Maintain expert-level dashboard management, handling a high volume of service requests while ensuring adherence to response time and aging specifications
• Demonstrate exceptional communication and customer service skills, building strong relationships through timely follow-ups and a customer-centric approach
• Act as a mentor and escalation leader, guiding team members, facilitating knowledge sharing, and leading training sessions to enhance team effectiveness
• Contribute to the continuous improvement of internal and customer-facing knowledge bases by identifying gaps and creating advanced white papers on complex topics
• Lead mentoring initiatives for the department, conducting training sessions and providing on-site or virtual shadowing opportunities
• Develop expert-level knowledge of Elite’s software products and application suites, advising clients on best practices for financial and operational management
• Provide expert-level troubleshooting and data analysis using SQL Management Studio, backend logs, and front-end testing, working closely with Development teams to resolve complex technical issues
• Lead discussions with clients on leveraging Elite software for accounting best practices, including month-end and year-end financial balancing

Preferred Qualifications

• Thorough understanding of Generally Accepted Accounting Principles (GAAP), and or prior Legal industry accounting experience preferred
• SaaS product experience is preferred

Benefits

• Competitive Compensation Package ($110,000-$130,000 base salary + a variable component)
• Comprehensive Healthcare Coverage (Health, Dental, Vision)
• Retirement Savings Plan with an Employer Contribution
• Professional Development Opportunities
• Time Off
• Wellness Initiatives