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Product Support Senior Specialist
1 month ago
Donnelley Financial Solutions (DFIN) is a leader in risk and compliance solutions, providing insightful technology, industry expertise and data insights to clients across the globe. We're here to help you make smarter decisions with insightful technology, industry expertise and data insights at every stage of your business and investment lifecycles. As markets fluctuate, regulations evolve and technology advances, we're there. And through it all, we deliver confidence with the right solutions in moments that matter.
Working Hours:
3:00pm - 11:00pm EST
Must be able to work occasional weekends and holidays.
Summary:
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.
Responsibilities:
- 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.
Qualifications:
- 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
Preferred Skills:
- 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.
It is the policy of Donnelley Financial Solutions to select, place and manage all its employees without discrimination based on race, color, national origin, gender, age, religion, actual or perceived disability, veteran's status, actual or perceived sexual orientation, genetic information or any other protected status.
If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access as a result of your disability. You can request a reasonable accommodation by sending an email to
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