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Title:  JR Technical Support Analyst

Job ID:  1407
Location: 

Glen Mills, PA, US, 60601

Category:  Information Technology
Description: 

Donnelley Financial Solutions (DFIN) is a leader in risk and compliance solutions, providing insightful technology, industry expertise and data insights to clients across the globe. We’re here to help you make smarter decisions with insightful technology, industry expertise and data insights at every stage of your business and investment lifecycles. As markets fluctuate, regulations evolve and technology advances, we’re there. And through it all, we deliver confidence with the right solutions in moments that matter. 

Description

Provide day-to-day support to both internal and external customers via telephone, email and web contacts for enterprise applications and services for North America, Europe and other international locations.  Log customer interactions and resolve, track and escalate any that cannot be immediately resolved.  Provide follow-up with callers and support partners as necessary to promote ticket progress towards resolution.  Manage call queues and close tickets in a timely fashion.

  • This position is specific to supporting ArcSuite applications including ArcReporting, ArcFiling (N-MFP), ArcFiling (N-PORT), ArcPro, ArcMarketing, ArcPublishing.
  • This position is required to work out of the Glen Mills office
Responsibilities
  • Provide support via email/chat window/phone
  • Troubleshoot and escalate as needed to senior support members and other members of the ArcSuite development team in various locations.
  • Accurately prioritize problems based on severity, urgency and impact to the business.
  • Track all outstanding incidents until successful resolution
  • Works with enterprise support groups to resolve problems or issues.
  • Ensure timely documentation on problem resolutions and share with team members.
  • Work with team members to promote excellent customer service.
  • May be required to provide 24 x 7 on-call support.
  • Performs other related duties and participates in special projects as assigned.
Qualifications
  • Bachelor degree in discipline related to functional work or role OR demonstrated ability to meet the job requirements through a comparable number of years of applicable work experience.
  • Minimum of 6 months of experience in a Technical Support role
  • Must have prior experience with one or more ArcSuite products or have prior experience with other Mutual Fund reporting software.
  • Able to demonstrate good problem-solving skills and appropriately apply proven solutions. Consistently deliver prescribed outcomes in a timely and accurate manner with appropriate guidance. Apply existing processes and procedures to solve problems and may receive guidance for problems that are non-routine.
  • Ability to write SQL queries a definite plus or demonstrate a willingness to learn T-SQL.
  • Software Development background is highly desireable 
  • Requires advanced communication skills, both verbal and written and the ability to support executive level Clients.  Able to communicate effectively with diverse groups of people when completing work assignments.
  • Additional job requirements may be listed on the staffing requisition.

It is the policy of Donnelley Financial Solutions to select, place and manage all its employees without discrimination based on race, color, national origin, gender, age, religion, actual or perceived disability, veteran's status, actual or perceived sexual orientation, genetic information or any other protected status. 

If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access jobs.dfinsolutions.com as a result of your disability. You can request a reasonable accommodation by sending an email to AccommodationRequests@dfinsolutions.com.


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