Technical Support Specialist

2 weeks ago

Big Rapids, Michigan, United States Unilock Ltd Full time

ABOUT THE POSITION

We are seeking a Technical Support Specialist to become a vital part of our Application Customer Support division. This role involves 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 interactions and committed to providing outstanding service, with prior experience in a finance-related environment or familiarity with Corporate Performance Management and other financial management software solutions.

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 engage with them to assess issues.
  • Deliver remote product assistance for OneStream clients and troubleshoot configuration challenges.
  • Investigate, resolve, and respond to intricate issues across various application product lines, ensuring adherence to policies.
  • Collaborate with cross-functional teams to address support and training challenges.
  • Report software bugs to development teams.
  • Maintain and update technical knowledge base documentation.
  • Ensure all customer interactions are positive and handled with urgency.
  • Lead by example, promoting information sharing, team collaboration, and efficient case resolution.
  • Contribute to the development of innovative solutions and foster strong client relationships.

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 experience).
  • Experience with Software Applications.
  • Minimum of 3 years of troubleshooting experience with Software Applications.
  • Understanding of Finance and Accounting principles and practices.

PREFERRED EDUCATION AND EXPERIENCE

  • Experience resolving Financial Management support issues.
  • Previous experience 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.
  • Familiarity with PowerShell, Visual Basic, or any object-oriented programming.
  • Experience supporting clients 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 needed.

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 committed to empowering finance teams to transcend traditional reporting by enabling them to drive business strategies effectively. Our enterprise finance platform integrates financial and operational data, leverages AI for enhanced decision-making, and positions the CFO as a pivotal force in business strategy and execution.

REASONS TO CONSIDER UNILOCK LTD

  • Transparency regarding corporate structure, compensation, and benefits
  • Commitment to customer success
  • Diverse project opportunities across various industries
  • Strong organizational culture and camaraderie
  • Abundant training and development opportunities

BENEFITS AT UNILOCK LTD

At Unilock Ltd, our employees are dedicated and hardworking individuals who strive to exceed customer expectations. We prioritize their well-being and satisfaction, offering 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
  • Professional Development Opportunities
  • Retirement Savings Plan

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