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Software Support Representative

2 months ago

New York, United States Ledgent Technology Full time

Our client who is a global leader in professional information, software solutions, and services is currently seeking a remote Tech Support Specialist.

Contract Position - 5 Months

Working Hours: 9 AM - 6 PM EST

Pay: Up to $25.64


We are a leader in Corporate Performance Management (CPM). Our products monitor and manage financial performance and processes such as budgeting, consolidation, planning, forecasting, reporting, and disclosure management. With 75,000 users in 35 countries, we enable our clients to strategically assess business operations and make better decisions quickly and with less risk.

Customer Support Specialist


This is a client-facing position that requires two years of prior experience in a relevant field. The Customer Support Specialist assists clients in troubleshooting issues that arise, working as a functional support team member.


Responsibilities:

  • Act as the primary response to incoming tickets in a timely manner and gather relevant information to fill gaps in each case.
  • Analyze and troubleshoot cases to understand steps to resolve issues.
  • Communicate with team members to escalate high-priority cases.
  • Document all relevant steps taken to understand the resolution of issues.
  • Interact with customers to understand their business processes.
  • Relay issues and improvements back to the development team.


Required Skills/Qualifications:

  • Bachelor's degree in Accounting, Business, Computer Science, or equivalent.
  • Ability to work in stressful situations; willing to learn, curious about innovation, strong analytical and problem-solving attitude.
  • Highly motivated with good self-learning skills.
  • Able to take ownership of activities and follow them through to completion.
  • Strong interpersonal communication skills, with the ability to work in a team environment as well as independently with limited supervision.
  • Ability to handle and prioritize multiple simultaneous tasks.
  • Strong technology and business acumen.
  • Strong analytical, problem-solving, and troubleshooting skills (business & technical).
  • Confident communication style with strong presentation skills.
  • Self-aware, motivated, coachable, and poised, able to work seamlessly as part of a team.


Preferred Skills:

  • Secondary language (Spanish).
  • Working knowledge of Salesforce or other ticketing systems.
  • Understanding of Finance or Accounting concepts.
  • Knowledge of SQL syntax.
  • Foundational understanding of coding.
  • Knowledge of and experience with any of the following products/technologies: CCH Tagetik, OneStream, Anaplan, Host Analytics, Board, Longview, Hyperion, HFM, SAP BPC, IBM Cognos, SQL, Oracle Databases, and other analytics tools (Qlik, Tableau, Smartview, SAP SAC).
  • Knowledge/experience with financial consolidation, accounting principles (GAAP, IFRS), or budgeting/planning processes such as HR planning, revenue, and cost modeling.
  • Experience in a consultancy firm or within a Finance department as a system admin.


Additional Job Details:

  • Seeking candidates with experience in Software Application Support or Business Analysis with some technical support, rather than traditional IT desktop support.
  • Candidates should have strong technology and business acumen, and analytical, problem-solving, and troubleshooting skills.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.