Associate Support Analyst

United Kingdom

1/2/2025

Description

Associate Support Analyst

Remote UK

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 the ability to run a connected services business, deliver with intelligence, and achieve business agility. 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 an Associate 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 Certina customers are turned around efficiently and effectively, utilising 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 an Associate Support Analyst, you will ensure our customers are satisfied with their service and queries are turned around efficiently and effectively. You will provide customers with support services as well as develop and maintain customer relationships to ensure excellent customer satisfaction and loyalty.

As you develop in your role you will successfully apply your growing 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 centres. Communicating with 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 organisation.

Although training will be given, a solid understanding of finance/ accounting processes and/ or professional services automation (resource/ time/ project management) used within Small, Medium and Large Enterprises would be particularly advantageous, allowing you to relate to our customers queries.

Responsibilities

• Be the “First Response” to your assigned customer queries, managing cases to the point of either closure or replication of the issue with minimum supervision of a more experienced Support Team member
• Learn the technologies used in Certinia to manage your workload and track customer interactions
• Work under the framework of published standards and practices within the Company
• As your experience grows, expand your knowledge of possible “workarounds” to customer queries and document solutions as part of the Certinia Knowledge Centre Service
• Acknowledge and adhere to the agreed Support SLA for each customer
• Recognise Business Critical queries and action accordingly
• Conduct telephone calls and remote meetings with our customers to discuss their issue where required
• 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 technical configuration and data structure of the application and platform to help troubleshoot customer's queries
• Advise the customer on the cause/ route of an error and or defect (such causes include operational error, software defect, bur 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
• 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
• 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
• When required work with new customers to ensure successful deployment of Certinia applications
• Promote good working relationships with Support team, Customer Success Management, Account Executives, Professional Services, and other resources as needed
• Work on specific support projects when they arise
• Participate in the early shift and weekend “On Call” rotation
  
  

Basic Qualifications

• Previous experience in a technical or customer support operative role in a B2B environment (preferably in Accounting/ Finance or Professional Services or Software environment)/ Tier 1 Support positions
• Demonstrable experience of customer management, analysing and troubleshooting issues quickly and effectively
• Be extremely accurate in your work and have a keen eye for detail
• Demonstrate the ability to offer a hands-on approach and consistent delivery across Support
• Excellent communication skills (both written and verbal)
• Previous experience of meeting customer SLA’s and demonstrate an understanding of customer retention
• Effective communication skills (written and Oral).
• Able to function in a fast paced, dynamic, global environment and be capable of balancing multiple priorities, most of which are deadline driven.
• You will demonstrate effective team working, a professional and motivating attitude and flexibility
• IT literate, offering previous experience of software systems including CRM’s and support management systems
  
  

Preferred Qualifications

• Relevant industry qualifications (e.g. AAT, CIMA, CPA, Prince2, etc) is highly desirable
• Experience in Accounting or Financial Management
• Experience with salesforce.com apps or platform
  
  

Certinia is an affirmative action and equal opportunity employer. As an equal opportunity employer, Certinia does not discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, marital status, religion, national origin, ancestry, age, disability, military or veteran status, genetic information or any other basis protected by applicable federal, state, or local laws. Certinia also has an accommodation process to reasonably accommodate applicants and employees with disabilities. For more information or if you have a need, contact [email protected] . If applicable under the San Francisco Fair Chance Ordinance or any other applicable federal, state, or local law, Certinia considers qualified applicants with arrest and conviction records for employment.