Application Support Analyst

An Application Support Analyst at Elite Technology is responsible for assisting customers in utilizing the Elite 3E software effectively. Key responsibilities include managing service request tickets, documenting client challenges, troubleshooting issues through remote access, and providing clear status updates. The role requires strong communication skills to explain complex processes and collaborate with both customers and internal teams, ensuring timely resolutions.

To qualify for the Application Support Analyst position at Elite Technology, candidates typically need a Bachelor’s degree or equivalent experience in IT, Finance, or Accounting. Additionally, a background in billing or SQL is beneficial, along with at least two years of technical support experience, preferably in financial programs. Familiarity with Generally Accepted Accounting Principles (GAAP) and legal industry accounting practices is also preferred.

As an Application Support Analyst at Elite Technology, you will work in a flexible remote environment, allowing you to create a workspace that suits your needs. While your role primarily involves remote interaction, our inclusive culture encourages collaboration for key moments that matter. You’ll be part of a diverse team that spans across several countries, fostering an environment of shared knowledge and collective problem-solving.

As an Application Support Analyst, you will utilize various tools such as the case management system for recording challenges and solutions, SQL Management Studio for remote troubleshooting and data mining, and cloud-based monitoring tools. You’ll also work with Microsoft SQL Server, MS Office, and other software aimed at improving client financial practices and operational efficiency.

Elite Technology prioritizes employee development and offers numerous opportunities for professional growth for Application Support Analysts. You will have access to application boot camps, ongoing education in Elite’s software products, and the chance to acquire new technical skills. The company encourages sharing knowledge and collaborating with colleagues, enabling you to enhance your skill set continuously.

When answering this question, discuss your familiarity with SQL and how you’ve used it for troubleshooting and data analysis. Highlight specific instances where SQL queries helped you resolve client issues efficiently, showing your technical expertise and problem-solving skills.

Talk about a specific situation where a client faced a significant issue. Explain the steps you took to listen to their concern, assess the problem, involve others if necessary, and resolve it while ensuring effective communication throughout the process. This shows your customer service skills and your ability to handle pressure.

Share your approach to prioritization, such as assessing the urgency and impact of each request. Discuss tools or techniques you use, such as ticketing systems to organize your workload, ensuring critical issues are addressed promptly without neglecting others.

When answering this question, convey your passion for technology and customer service. Highlight relevant experiences and skills that align with the job responsibilities and the company’s mission to support law firms. Emphasize your problem-solving skills and your eagerness to learn from team interactions.

Explain any experience you have working with legal accounting systems, mentioning your understanding of GAAP and how you’ve applied this knowledge in previous roles. If you lack direct experience, express a willingness to learn and adapt your existing accounting skills to meet legal sector needs.

Share a specific instance where teamwork was instrumental in resolving a challenging issue. Describe your role in the collaboration, the steps taken, and the outcome. This highlights your ability to work within a team and contribute positively in crunch situations.

Discuss your commitment to continuous learning through resources like webinars, training sessions, or online courses. Mentioning your active engagement with internal knowledge bases or peer support groups shows your dedication to staying current in your role.

Describe the proactive steps you’d take, such as communicating to the client about the ongoing efforts, documenting the issue for future reference, and researching potential solutions while leveraging the team’s expertise. This shows your communication skills and resourcefulness.

Emphasize the importance of transparency and clarity. Describe how you ensure updates provide a clear picture of the problem-solving progress, reinforcing the client's trust and demonstrating your commitment to resolution.

Talk about your admiration for the company’s mission to enhance operational effectiveness for law firms. Reflect on how Elite's commitment to employee growth and innovation resonates with your career aspirations, making this position particularly appealing to you.