Remote Support Technician

Support Analyst Granada - Hybrid or Remote working

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.

ROLE

As a Support Analyst, you will be responsible for providing high-quality, effective resolution to support requests raised by our customers across our cloud applications built on Salesforce. You will ensure queries are addressed efficiently and effectively, maintaining customer relationships and achieving high customer satisfaction and loyalty.

Our customers’ queries vary and include operational or technical errors, upgrades, enhancements, and deployments. You will apply your functional understanding and technical knowledge to offer relevant workarounds and resolutions, keeping the customer informed throughout the process.

You will manage multiple stakeholders, supporting our customer base, collaborating with colleagues in other support centers, and liaising with departments such as Professional Services & Customer Success, Development teams, and Salesforce support.

We seek a self-motivated, analytical, and solution-oriented individual with a positive attitude towards customer support and case resolution.

Training will be provided; however, a solid understanding of finance / accounting processes and / or professional services automation (resource, time, project management) within SMEs and large enterprises would be advantageous, helping you relate to customer queries.

KEY RESPONSIBILITIES

• Be the “First Response” to customer queries, undertake triage, and utilize the swarm support model to involve the right expertise.
• Adhere to support SLAs for each customer.
• Conduct calls and remote meetings to discuss issues with customers.
• Perform in-depth troubleshooting of complex incidents, including accessing customer environments when needed.
• Replicate errors in test environments to confirm issues and log defects.
• Understand the application's technical configuration and data structure to assist troubleshooting.
• Advise customers on root causes, including operational errors, software defects, or enhancement needs.
• Document questions, testing results, recreations, and next steps in the case system.
• Contribute to the Certinia Knowledge Center by documenting solutions and workarounds.
• Escalate dissatisfied cases to the Executive team and leverage Red Account status for highly dissatisfied customers.
• Provide knowledge transfer and training within the support team.
• Foster good relationships with support teams, Customer Success, Account Executives, and Professional Services.
• Work on specific support projects as they arise.
• Participate in weekend support rotations.
• Assist and guide customers through installation and upgrade processes, working with diverse customer profiles including CFOs, IT professionals, and accountants.

QUALIFICATIONS & EXPERIENCE

J-18808-Ljbffr