Principal Support Analyst

To be considered for the Principal Support Analyst position at Elite Technology, you'll need a bachelor's degree or equivalent experience in Elite Enterprise and 3E software, along with over 8 years of technical or customer support experience in a software environment. Advanced knowledge of MS SQL Server, GAAP, and exceptional customer service skills are also necessary.

As a Principal Support Analyst at Elite Technology, your primary responsibilities include managing complex service requests, mentoring team members, providing expert technical support, and working closely with clients to optimize their use of Elite software for efficient operational management. You'll also develop knowledge bases and improve documentation practices.

The work environment for a Principal Support Analyst at Elite Technology is flexible and remote, allowing you to choose a workspace that suits your needs. While much of your work can be done remotely, there may be opportunities to collaborate in person during key moments or at one of our global offices.

Elite Technology emphasizes professional development for Principal Support Analysts by offering comprehensive healthcare coverage, retirement savings plans, and training initiatives. You'll have the chance to grow your skills and advance your career through various opportunities, including mentoring and knowledge sharing.

Elite Technology stands out as a fantastic workplace for a Principal Support Analyst due to its commitment to employee-centric values, flexible working arrangements, and a collaborative global team. With a focus on diversity and inclusion, you'll be part of a vibrant culture that fosters innovation and professional growth.

When addressing complex customer issues, I prioritize clear communication and active listening to fully understand the problem. I then analyze the situation and work through the details, leveraging my expertise and resources to provide effective solutions while keeping the customer informed throughout the process.

I have over 5 years of hands-on experience with Elite software, specifically Enterprise and 3E. My expertise involves working closely with clients to maximize the functionalities of the software for accounting practices and operational efficiency, ensuring they can achieve their financial goals.

To manage multiple service requests effectively, I employ a triage system to assess the urgency and complexity of each request. I prioritize tasks based on impact and deadlines, ensure timely follow-ups and document all interactions to maintain a clear overview of my workflow.

Mentoring is crucial in my role as a Principal Support Analyst. I believe in sharing knowledge to empower my team members, helping them develop their skills. I conduct training sessions and encourage collaborative discussions to foster a learning culture and improve the overall effectiveness of our team.

To ensure customer satisfaction, I engage proactively with clients to understand their needs and expectations. I focus on clear communication, setting realistic timelines for issue resolution, and following up to ensure their requests are handled effectively. Listening to feedback allows me to improve services continuously.

Identifying knowledge gaps is essential for team growth. I address this by evaluating our knowledge management systems and ensuring that all team members have access to crucial resources. Additionally, I lead training sessions and encourage team discussions to promote knowledge sharing and continuous learning.

I have extensive experience using SQL Management Studio for data analysis and troubleshooting technical issues. My approach involves reviewing backend logs and conducting front-end testing to identify issues systematically, collaborating with development teams to implement solutions effectively.

I prioritize documentation management by creating clear, concise records of all support interactions and resolutions. I stay organized by using collaborative tools and regularly reviewing documented processes to update them based on the latest best practices and feedback from clients and team members.

Best practices for financial management using Elite software include regular training for users, consistent data entry methods, and scheduled audits of financial reports. Leveraging features like reporting tools and dashboards can enhance visibility and improve decision-making for law firms.

I stay updated on technology trends by attending workshops, following industry publications, and participating in online forums related to software support and financial management. Continuous learning is vital to adapt to new algorithms and tools that enhance our service offerings.