Support Analyst

**Support Analyst**:
**Granada**

**WHO WE ARE**

FinancialForce delivers the #1 professional services automation (PSA) and the only customer-centric ERP solution. We accelerate business value with comprehensive best practices and the most intelligent analytics—all on the leading business cloud platform from Salesforce.

FinancialForce knows that each individual brings something special to the team, exemplifying a diverse and inclusive work environment. We embrace your authenticity and encourage our employees to “Bring Yourself” to work every day

**THE ROLE**

We are searching for customer focussed problem solvers who thrive in a fast-paced, high-volume, process-driven environment performing some of the key duties of a Support Analyst.

As a Support Analyst you will be responsible for deploying software and upgrades to our customers and is imperative to ensuring a successful first impression of the FinancialForce solutions. This customer focussed role has a direct impact on the dates our customers can go-live with their chosen FinancialForce software.

Ensuring our customers have the latest version of their chosen FinancialForce products.

Demonstrating exceptional customer service and customer support skills, you are an essential part of a team that seamlessly moves our globally dispersed customers from sales through to deployment interacting with Sales, Support, Consulting, Customer Success teams and our Partners, whilst continuously updating our customers along the way.

To be successful in this role you will need to be able to learn new software installation steps at pace.

This role offers an opportunity for a fulfilling work-life in a highly dynamic and industry-leading organisation.

**WHAT YOU WILL DO IN THIS ROLE**
- Troubleshoot installation and upgrade errors, recognising when problems occur, working with internal (partners), external support and consultant teams to ensure a quick resolution.
- Provide root cause analysis of installation errors, and convey/communicate updates to customers in a timely and simplified manner.
- Identify customer’s needs and issues quickly and efficiently for resolution or escalation.
- Deliver installation and upgrades ensuring exceptional levels of customer support/service throughout the case lifecycle.
- Provide our customers at all times with engaging, empathetic and helpful solutions tailored to their needs.
- Adhere to department standards and service levels at all times.
- Work with technologies used in FinancialForce & Salesforce to manage your workload and track customer interactions and provide weekly reporting on the status of newly onboarded customers.
- Provide admin cover on customer support; logging calls, chasing resolutions and providing feedback to customers proactively work closely with our Customer Success & Professional Services teams to communicate when customers are successfully deployed and facilitate transitions across to Consulting.
- Work closely with internal stakeholders to ensure all new customers are onboarded in alignment with agreements made during the sales cycle.
- Escalate any customer issues immediately so they can be dealt with in an efficient and timely manner

**WHAT YOU NEED TO BE SUCCESSFUL IN THIS ROLE**
- Previous Customer Service / Support experience within a business to business environment (Process adoption and critical customer service tasks are highly desirable).
- Proven successful delivery of SLAs, time lines, Customer service queues for a product or service
- Proven and effective organisational, scheduling and customer follow up skills in a customer focussed role
- Ability to multi-task with little supervision
- Excellent communication skills (both written and verbal)
- Competent use of MS Office Tools (Word, Excel, Access) and office communication tools
- Proven ability to troubleshoot issues quickly and effectively
- Strong collaborator and Team Player

**WHAT ELSE WOULD BE GREAT**
- Previous experience of supporting software deployment (Financial and or Project/ Resource Management highly desirable but not essential)
- Relevant industry experience in High Tech/Enterprise Software
- An understanding of accounting and or project management theory would be advantageous

LI-RW1