Product Support Associate ( Remote)

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:
Donnelley Financial Solutions (NYSE: DFIN) provides software and services that enable clients to communicate with confidence in a complex regulatory environment. With 3,500 employees in 61 locations across 18 countries, we provide thousands of clients globally with innovative tools for content creation, management and distribution, as well as data analytics and multi-lingual translations services.
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 root cause of 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 taken and documented.
• 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:
Required Skills:

• 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
• Must be able to work weekends and holidays.

Required Experience:

• Experience in the Financial Services industries preferred, but willing to train the proper candidate.
• Software/Application support experience
• Experience supporting SaaS applications desired
• Passion for client service
• Conceptual understanding of Databases, Internet, XML, and other technical concepts
• Candidate must have at least 2 years practical working experience in software/application support
• Conceptual understanding of Databases, Internet, XML, and other technical concepts
• Conceptual understanding of Quality Assurance (QA) processes, practices and methodologies

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.
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