Support Analyst

at  Certinia

WHO WE ARE

Certinia (formerly FinancialForce) delivers a Services-as-a-Business platform that powers and connects all aspects of services operations, from services estimation and delivery to customer success management and financial planning and accounting. The company’s Professional Services Automation (PSA), Customer Success, and ERP solutions—delivered on Salesforce’s leading cloud platform—provide services businesses with the intelligence and agility to deliver high-quality services, elevate customer experiences and accelerate growth. Headquartered in Austin Texas, with offices around the world, Certinia is backed by Haveli Investments, General Atlantic and Salesforce Ventures. For more information, visit www.certinia.com.

THE ROLE

As a Support Analyst, you are responsible for providing high-quality, effective resolution to the support requests raised by our customers across our cloud applications built on the force.com platform. Ensuring the queries raised by Certinia customers are turned around efficiently and effectively, utilizing customer service and customer support skills to maintain customer relationships and achieve excellent customer satisfaction and loyalty.
Our customers’ queries are varied and cover such areas as operational or technical errors, upgrades, enhancements and deployments. As a Support Analyst, you will successfully apply your functional understanding and technical knowledge to ensure the customer is offered the relevant workaround and resolution to the query raised, maintaining communication with the customer throughout the triage process.
You will manage a number of external and internal stakeholders, not only supporting our customer base but also your colleagues in other support centers. Communicating with Certinia departments such as Professional Services & Customer Success, raising complex issues with our Development teams as well as liaising directly with our Salesforce.com support operatives.
We are searching for a self-motivated, analytical and solution-driven individual who holds a positive perspective around customer support & case resolution.
This role offers an opportunity for future career development in a highly dynamic and industry-leading organization. Although training will be given, a solid understanding of professional services automation and/or finance/accounting processes (resource/ time/ project management) used within Small, Medium and Large Enterprises would be particularly advantageous, allowing you to relate to our customers’ queries.

WHAT YOU WILL DO IN THIS ROLE

• Be the “First Response” to your assigned customer queries, undertake the relevant Triage, adopting the swarm support model to ensure the correct resources are pulled in where required for their expertise
• Acknowledge and adhere to the agreed Support SLA for each customer
• Recognize Business Critical queries and action accordingly
• Conduct telephone calls and remote meetings with our customers to discuss their issue where required
• Carry out in-depth troubleshooting of complex customer incidents based on the information and replication steps provided by our customers and when necessary, accessing customer installations
• Replicate error/problem in a test environment to confirm & log defect where required
• Liaise with development or other departments on complex issues and involve the appropriate people when required
• Understand the technical configuration and data structure of the application and platform to help troubleshoot customer’s queries
• Advise the customer on the root cause of an error and or defect (such causes include operational error, software defect, bug or enhancement requirement)
• Maintain ongoing communication (written and verbal) with customers to ensure they remain updated on the status of their query and the resolutions available to them
• Be knowledgeable of possible “workarounds” to customer queries and share these where applicable
• Register questions and/or suggestions on the case system, including testing performed, results, recreation and next planned steps
• Regularly update case summary and status for case handovers
• Document solutions and “workarounds” as part of the Certinia Knowledge Center Service available to colleagues and our customer community to enhance the quality of support offered by Certinia
• Escalate cases accordingly to the Executive team if the customer is dissatisfied and leverage the Red Account status if the customer is highly dissatisfied
• Provide knowledge transfer/training within the support team
• Promote good working relationships with the Support team, Customer Success Management, Account Executives, Professional Services, and other resources as needed
• Work on specific support projects when they arise
• Participation in the weekend support rotation (the details of this commitment can be discussed with our Talent Acquisition Specialist)

WHAT YOU NEED TO BE SUCCESSFUL IN THIS ROLE

• Working with and often guiding customers through their installation and upgrade journey, the job holder must have proven ability to work with a variety of customers including CFO’s, Technical IT, or subject matter experts such as accountants
• Previous Customer Service / Support experience within a business-to-business environment (Project administration experience such as process adoption and critical customer service tasks are highly desirable).
• Proven successful delivery of SLAs, timelines, Customer service queues for a product or service
• Proven ability to troubleshoot issues quickly and effectively
• Proven and effective organizational, 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 IT tools (spreadsheets, messaging, documents and databases)
• Strong collaborator and Team Player