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Title:  Product Support Specialist II - Remote

Job ID:  3150
Location: 

Phoenix, AZ, US

Category:  Customer Service
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. 

Summary

ActiveDisclosure is our proprietary, cloud-based disclosure management solution that allows public companies to easily create, manage, XBRL-tag, and file financial reports with regulatory agencies including the SEC. The ActiveDisclosure platform provides customers with complete control over the entire disclosure and compliance reporting process, incorporating Microsoft® Office 365, Office Online Server, and Azure, and providing industry-leading, SOC2 Type II security.

 

The Product Support Specialist provides subject matter technical and customer assistance to clients on the implementation and configuration of new and existing customers using the company's proprietary document management, composition, and/or print workflow systems.

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 related to all ActiveDisclosure products and services further providing timely, accurate, and complete responses to client inquiries.
  • Ability to research problems independently and identify the root cause of the issue. This includes the identification and documentation of defects using problem determination skills
  • The ability to independently analyze and resolve complex technical issues involving software within the Azure platform.
  • Identify solutions to work around open issues/problems that are under investigation or pending resolution.
  • Document and track case histories, issues, metrics, and reporting using Salesforce. Ensure actionable steps are taken and documented.

Additional Responsibilities

  • Assist with special projects and technical research.
  • Perform software research, testing, and recommendations.
  • Participation in user acceptance testing (UAT) for application bugs.
  • Participation in user acceptance testing (UAT) of new features.
  • Performs build/deployment QA verifications and validation testing against the Product Environment.
  • Improve documentation of support policies and procedures.
  • Contribute to the development of  “win-win” solutions to project issues.
  • Performs other duties assigned by management.

Qualifications

  • Strong knowledge base of MAC and Windows operating systems.
  • Proficiency in MS Office applications including Word, Excel, Access, Outlook, and MS Sharepoint.
  • Strong affinity for agile development practices
  • 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
  • Ability to present to an audience of varied skill sets
  • Attention to detail
  • The ability to work independently with minimum supervision and as part of a team.
  • Must be skilled at managing multiple priorities
  • Able to demonstrate the ability to solve somewhat more complex problems by analyzing variables and applying appropriate solutions learned through experience and proficiency in understanding the job.
  • Must be able to recognize anomalies and critical situations and respond appropriately. Must be able to communicate and interact with a variety of internal/external customers and/or co-workers at the level of detail required to resolve issues of moderate complexity.

Additional Qualifications

 

  • Able to apply strong functional computer knowledge in utilizing Microsoft Windows and Office; or other technical tools in completing assignments. May require knowledge of or ability to quickly learn specialized software to complete work assignments. Able to demonstrate continued expertise in the primary tools or applications used in completing daily work assignments.
  • Requires very good communication skills with the ability to state messages in a clear manner by using language that is easy for others to understand.
  • Must be able to proactively listen to others to understand issues and situations. Must be able to clearly articulate business needs to both internal and external customers.
  • Must have strong organizational skills with the ability to manage deadlines and prioritize workload and make adjustments to meet business needs.
  • Must be able to work weekends and holidays.
  • Assist with special projects and technical research.
  • Perform software research, testing, and recommendations.
  • Participation in user acceptance testing (UAT) for application bugs.
  • Participation in user acceptance testing (UAT) of new features.
  • Performs build/deployment QA verifications and validation testing against the Product Environment.
  • Performs other duties assigned by management.

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 AccommodationRequest@dfinsolutions.com. #BI-Remote


Nearest Major Market: Phoenix

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