Product Support Associate

About This Role

Provide subject matter technical and customer assistance to clients for implementation and configuration of DFIN's proprietary document management, composition, and/or print workflow systems. Troubleshoot complex technical issues related to various ActiveDisclosure products and services.

Responsibilities

• Support clients on complex technical issues including problems related to various ActiveDisclosure products and services
• Respond to requests and inquiries from clients within the pre-determined timeframe of our service level agreement
• Serve as the escalation point for complex technical and/or sensitive client issues
• Diagnose, investigate and resolve problems with ActiveDisclosure products and services
• Research problems independently and identify root cause of issue
• Independently analyze and resolve complex technical issues involving software within the Azure platform
• Identify solutions to work around open issues / problems
• Document and track case histories, issues, metrics and reporting using Salesforce
• Assist with special projects and technical research
• Perform software research, testing, and recommendations
• Participate in user acceptance testing (UAT) for application bugs and new features
• Perform build/deployment QA verifications and validation testing against the Product Environment
• Improve documentation of support policies and procedures

Requirements

• 2+ years practical working experience in software/application support
• Strong knowledge base of MAC and Windows operating systems
• Proficiency in MS Office applications including Word, Excel, Access, Outlook, and MS Sharepoint
• Previous experience troubleshooting application-related problems
• Superior analytical and organizational skills with the ability to multitask in a fast-paced work environment
• Excellent written, oral communication skills and interpersonal skills
• Must be skilled at managing multiple priorities
• Ability to work weekends and holidays

Qualifications

• At least 2 years practical working experience in software/application support

Nice to Have

• Experience in the Financial Services industries
• Experience supporting SaaS applications
• Conceptual understanding of Databases, Internet, XML, and other technical concepts

Skills

* Required skills

Benefits