Technical Support Representative

3 days ago

Baltimore, United States Wolters Kluwer Full time

ideally looking for someone with experience in Implementing or Supporting Financial Software and understanding certain accounting processes for reporting.


• Knowledge / experience with financial consolidation, accounting principles (GAAP, IFRS) or budgeting/ planning processes such as HR planning, revenue and cost modeling

• Experience in either a consultancy firm or within a Finance department as a system admin

• Bachelor's degree in Accounting, Business, Computer Science or equivalent

• Has strong technology and business acumen

• Strong analytical, problem-solving skills (business & technical) and troubleshooting skills not really looking for traditional IT folks with desktop support looking for candidates that are more Software Application Support or Business Analyst with some technical support


RESPONSIBILITIES:


• Acts as the primary response to incoming tickets in a timely manner and obtain as much relevant information to fill gaps in each case

• Analyze and troubleshoot cases to understand steps to resolve the issue

• Communicate with team members to escalate high priority cases

• Document all relevant steps taken to understand the resolution of issues

• Interacts with customer and understands the client business process

• Relays 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, curiosity towards innovation, strong analytical and problem-solving attitude

• Highly motivated and good self-learning skills

• Able to take ownership of activities and follow them through to completion

• Strong interpersonal communications with the ability to work in a team environment, as well as on your individual tasks with limited supervision

• Ability to handle and prioritize multiple simultaneous tasks

• Has strong technology and business acumen

• Strong analytical, problem-solving skills (business & technical) and troubleshooting skills

• 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 either a consultancy firm or within a Finance department as a system admin

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