Product Support Associate

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:
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 skill.
• 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 of macOS and Windows operating systems
• Proficiency in Microsoft Office (Word, Excel, Access, Outlook) and SharePoint
• Familiarity with Agile development practices
• Experience troubleshooting application-related issues
• Excellent analytical, organizational, and multitasking abilities in fast-paced environments
• Strong written, verbal, and interpersonal communication skills
• Ability to present effectively to diverse audiences
• High attention to detail
• Ability to work independently with minimal supervision, as well as collaboratively in a team
• Strong prioritization and time-management skills
• Flexibility to work weekends and holidays

Required Experience:

• 2+ years of hands-on experience in software/application support
• Experience supporting SaaS applications preferred
• Background in Financial Services is a plus (training provided for the right candidate)
• Strong commitment to client service
• Foundational understanding of databases, internet technologies, XML, and related concepts
• Basic knowledge 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 status, actual or perceived sexual orientation, genetic information or any other protected status.
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