Elite Technology is a leading, independent technology company that helps law firms drive profitability through improved operational effectiveness, increased efficiency, and greater visibility across their business. Our cutting-edge digital financial management and business operations solutions drive success for firms around the globe by improving finance and accounting operations, including billing, invoicing, payments, and financial reporting. By bringing together data, insights, and tools, we enable law firm leaders to make informed business decisions to build and manage their businesses more effectively and efficiently.
Job Description:
The Principal Support Analyst is a customer operations expert for one or more functional areas and is responsible for resolution of escalated, complex and high-profile customer incidents. The individual will provide expert level tactical consultative support for the customers and serves as the expert coach and mentor in at least one Core application module/area in a non-call center project-based environment.
What You’ll Do:
- Take ownership of the most complex service request tickets from the phone queue and online customer portal, stepping in as a key escalation point for technical service issues and large customer initiatives.
- Serve as a role model for documentation management, escalation handling, and proactive customer engagement, ensuring timely and effective resolutions.
- Maintain expert-level dashboard management, handling a high volume of service requests while ensuring adherence to response time and aging specifications.
- Demonstrate exceptional communication and customer service skills, building strong relationships through timely follow-ups and a customer-centric approach.
- Act as a mentor and escalation leader, guiding team members, facilitating knowledge sharing, and leading training sessions to enhance team effectiveness.
- Contribute to the continuous improvement of internal and customer-facing knowledge bases by identifying gaps and creating advanced white papers on complex topics.
- Lead mentoring initiatives for the department, conducting training sessions and providing on-site or virtual shadowing opportunities.
- Develop expert-level knowledge of Elite’s software products and application suites, advising clients on best practices for financial and operational management.
- Provide expert-level troubleshooting and data analysis using SQL Management Studio, backend logs, and front-end testing, working closely with Development teams to resolve complex technical issues.
- Lead discussions with clients on leveraging Elite software for accounting best practices, including month-end and year-end financial balancing.
What You’ll Need:
- Bachelor’s degree or equivalent experience in Elite Enterprise and 3E software.
- 8+ years technical, financial and/or related customer Support service experience in a software environment.
- Advanced Knowledge in MS SQL Server, MS office, Smartsheet, IE, Chrome and relational database concepts.
- Exceptional customer service soft skills with expertise in troubleshooting and solving complex problems.
- Excellent organizational, time management, multitasking, written and verbal communication skills.
- Exceptional coaching and mentoring skills.
- Thorough understanding of Generally Accepted Accounting Principles (GAAP), and or prior Legal industry accounting experience preferred.
- 5+ years of advanced Elite software (Enterprise and 3E) experience required.
- SaaS product experience is preferred.
Benefits:
- Competitive Compensation Package ($110,000-$130,000 base salary + a variable component)
- Comprehensive Healthcare Coverage (Health, Dental, Vision)
- Retirement Savings Plan with an Employer Contribution
- Professional Development Opportunities
- Time Off
- Wellness Initiatives
Please note that we do not offer sponsorship for this position.
Additional Information
At Elite Technology, we embrace an employee-centric, flexible remote work model that empowers you to do your best work in the environment that suits you. However, we also recognize the importance of in-person collaboration for key moments that truly matter.
In our flexible remote approach, you have the freedom to choose a workspace within your home country that best fits your needs. Our corporate offices are located in New York City, Los Angeles, Costa Rica, and the Philippines, providing additional options for those who prefer or need a hybrid work environment.
Our diverse global team spans the U.S., Canada, U.K., Costa Rica, the Philippines, and Australia. Please note that at this time, we are unable to hire employees located in Quebec or Ontario Provinces, Alaska, Hawaii, Puerto Rico, and Oklahoma.
As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. We are proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
We also provide reasonable accommodation for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.
We are not accepting applications submitted through recruiting agencies.
Top Skills
What We Do
Elite is a leading, independent technology company that helps law firms drive profitability through improved operational effectiveness, increased efficiency, and greater visibility across their business. Our cutting-edge digital financial management and business operations solutions drive success for firms around the globe by improving finance and accounting operations, including billing, invoicing, payments, and financial reporting. By bringing together data, insights, and tools, we enable law firm leaders to make informed business decisions to build and manage their businesses more effectively and efficiently.
Our solutions lie at the heart of a large proportion of the world’s largest, most successful and innovative law firms. In fact, three-quarters of the Am Law 200 and four-fifths of the Global 200 rely on at least one Elite solution to help drive their firms’ business operations into the future. As more firms make cloud solutions a core part of their technology strategies for the future, Elite is leading the way in supporting customers as they move their financial and operational systems into the cloud. To date, Elite has supported more than 400 firms around the world in their move to 3E in the cloud
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