Technical Support Specialist

1 week ago

Big Rapids, Michigan, United States Unilock Ltd Full time

ABOUT THE POSITION

We are seeking a Technical Support Specialist to enhance our Application Customer Support division. This role entails collaborating with our external clients to deliver comprehensive product and software assistance while addressing any technical challenges that may occur. The ideal candidate should be enthusiastic about customer interaction and committed to providing outstanding service, with a background in finance or experience with Corporate Performance Management and other financial management software applications.

Please note that this position will primarily cater to clients in the Pacific Time – PT Time Zone , and preference will be given to candidates residing within this timezone.

KEY RESPONSIBILITIES

  • Address product-related inquiries from customers and proactively reach out to them to assess issues.
  • Deliver remote support for OneStream clients and troubleshoot configuration challenges.
  • Investigate, resolve, and respond to intricate issues across various application product lines while ensuring adherence to policies.
  • Collaborate with other departments to address support challenges, training needs, and other arising issues.
  • Report software bugs to development teams for resolution.
  • Maintain and update technical knowledge base articles for reference.
  • Ensure all interactions with OneStream clients are positive and handled with urgency.
  • Set a positive example and promote knowledge sharing, team-based problem-solving, cross-training, and a focus on efficient case resolution.
  • Assist in crafting innovative solutions and fostering strong relationships with clients.

QUALIFICATIONS OF A SUCCESSFUL CANDIDATE

REQUIRED EDUCATION AND EXPERIENCE

  • A college diploma or bachelor's degree in a technology or finance-related discipline (or equivalent professional experience).
  • Experience with Software Applications.
  • Over 3 years of experience in troubleshooting Software Applications.
  • Familiarity with Finance and Accounting principles and practices.

PREFERRED EDUCATION AND EXPERIENCE

  • Experience in resolving Financial Management or finance-related support issues.
  • Previous experience and/or certification with products such as OneStream, Oracle Hyperion HFM, FDM, Planning, Essbase, Blackline, SAP Outlooksoft BPC, SAP BOFC (Cartesis), IBM Cognos, or other EPM solutions.
  • Proficiency in PowerShell, Visual Basic, or any object-oriented programming.
  • Experience providing support in a Windows environment (Windows 10, Windows Server, IIS, SQL Server, SQL, VMware, and/or Hyper-V).
  • Microsoft Certifications (Windows, SQL Server, Azure, Office-Excel).

TRAVEL REQUIREMENTS

  • Regular travel is not anticipated for this role; however, travel may be necessary as required.

PERSONAL ATTRIBUTES

  • Technical aptitude
  • Analytical and Problem-Solving skills
  • Strong Organizational abilities
  • Customer/Client Orientation
  • Decision-Making capabilities
  • Initiative and Proactivity
  • Excellent communication skills
  • Legally authorized to work for any company in the country where this position is located without sponsorship

ABOUT UNILOCK LTD

Unilock Ltd is dedicated to empowering finance teams to transcend traditional reporting and drive business forward. Our enterprise finance platform integrates financial and operational data, incorporates AI for enhanced decision-making and productivity, and enables CFOs to play a pivotal role in shaping business strategy and execution. Our vision is to serve as the operating system for modern finance, digitizing essential financial functions and empowering CFOs to be key drivers of business strategy.

BENEFITS OF WORKING AT UNILOCK LTD

  • Transparency regarding corporate structure, compensation, and benefits
  • Commitment to customer success
  • Diverse project opportunities (not limited to specific industries)
  • Strong workplace culture and camaraderie
  • Numerous training and development opportunities

EMPLOYEE WELL-BEING

Employees at Unilock Ltd are dedicated, diligent professionals who strive to ensure customer satisfaction and uphold our mission. We prioritize the well-being of our employees and offer a range of benefits, including:

  • Comprehensive Medical Plan
  • Dental and Vision Insurance
  • Life Insurance
  • Short and Long-Term Disability Coverage
  • Paid Vacation Time
  • Paid Holidays
  • Opportunities for Professional Development
  • Retirement Savings Plan

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