Title: Technical Support Senior Associate
US
Join a dynamic team at the pulse of global markets, where we deliver innovative software and service solutions for essential financial reporting and capital markets transactions. At DFIN, we are a values-driven organization that empowers you to build a fulfilling career while bringing your authentic self to work every day. Our “Win as One” mentality ensures that our team’s success is directly linked to Client, Shareholder and Employee Satisfaction.
Recognized as one of AMERICA'S MOST LOVED WORKPLACES® for five consecutive years and a Built In Best Places to Work for six years, we are committed to our employees’ total well-being. Enjoy competitive compensation, a flexible workplace, comprehensive benefits, and opportunities for professional growth. Bring your passion and talents to DFIN – because being YOU thrives here.
Summary:
The Client Application Support Analyst is an integral part of both the product development and service teams. Client Application Support Analysts are responsible for assisting Tier I personnel solve basic client technical problems and for investigating elevated issues by confirming the validity of the problem and seeking for known solutions related to these more complex issues. This position is responsible for raising client issues that cannot be resolved to the Tier III technical support group and following through to resolution.
Responsibilities:
Responsibilities include, but are not limited to:
• Liaise with clients to investigate and resolve problems associated with a client-facing web application.
• Liaise with client IT personnel to troubleshoot issues with network interactions, desktop configurations, and issues of unknown origin
• Analyze client problems for either application or hardware cause and coordinate a resolution for the client
• Immediate response to client requests for technical assistance through telephone, ticket assignment, or email
• Resolve client usability issues on a timely basis
• Maintain work records for all incidents through the tracking system
• Escalate and coordinate incidents to Tier III when required
Additional Responsibilities
• Provide training to Tier I as necessary
• Research client questions and issues
• Create client-facing training materials, help documentation and process mapping as necessary to support product development, IT and service teams
• Adhere to standard Service Desk procedures
• Perform other duties as assigned including but not limited to user acceptance testing and participation in system discovery sessions
• Conduct software compatibility tests with programs, hardware, operating systems, or network environments.
• Monitor client issue resolution efforts and track successes.
• Install and configure recreations of client software environments to allow testing of software performance to replicate client environment and experience.
• Provide feedback and recommendations to Venue Product Development on software usability and functionality from a client-based perspective.
• Collaborate with Venue Product Development to evaluate or diagnose problems and recommend possible solutions.
• Maintain a record of resolutions within the knowledge base
• Utilization of remote control tools used to take over the client’s machine for the sole purpose of troubleshooting and finding a solution to the problem
Qualifications:
Requires knowledge of the following programs:
• Windows Operating Systems
• Macintosh Operating System
• Internet Browsers: Explorer, Mozilla, Google Chrome, Safari
• Adobe Acrobat and Reader versions 9, X, and DC (for both PC and Mac)
• Microsoft Office versions 2007 and 2010
• Knowledge of LAN/WAN configurations and topologies
Additional knowledge of the following programs is not required, but would be beneficial:
• Microsoft Office SharePoint 2010
• SQL Servers
• Active Directory Federation Services
• Java programming
• Active X controls
• Multi-lingual capabilities
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 status, actual or perceived sexual orientation, genetic information or any other protected status.
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