Customer Support Analyst - San Mateo, CA

This job posting is no longer available on Find similar jobs: Customer Support Analyst jobs - jobs is looking for a Customer Support Analyst to provide application support to our customers. This individual will be supporting our SaaS Accounting & PSA applications both are built natively on the platform.

A key objective is to ensure the customers are satisfied with their service and queries are turned around efficiently and effectively within SLA.

Become an integral part of a rapidly growing team responsible for providing customer and partner support for cloud solutions.

We are currently recruiting a highly motivated, enthusiastic Support Analyst with relevant knowledge of both cloud technologies and customer support processes. This individual will be proactively contributing to both the FinancialForce sales and customer implementation process with the key objective of ensuring customer satisfaction & referenceability. Our strong application solution heritage, combined with the scalability and security of the most successful SaaS platform in the market, makes for a very unique and exciting career opportunity.

You will provide customers with support services as well as develop and maintain customer relationships to ensure excellent customer satisfaction and loyalty.

The ideal candidate will be an extremely experienced support operative, possibly with some account management skills. This individual will be supporting the professional services teams during customer implementations as well as continuing support following go live.

This is a varied role where support will be provided not only to customers but other support centres and other departments within Directly liaising with support operatives will be required as they are handling some of’s tier one support.

As part of the role, you will be expected to work on specific support projects when they arise and where appropriate to ensure that any knowledge gained is distributed throughout the support organisation and other departments/countries as needed. Contributing to the customer knowledge base is also a vital part of the role.

The successful candidate must be able to function in a fast paced, dynamic, global environment and be capable of balancing multiple priorities most of which are deadline driven. A solid knowledge or background in accounting and related reporting is essential. Experience of professional services automation would be beneficial. Candidate must have excellent customer management, technical and analytical skills, and experience communicating across different disciplines. Solid business judgement including fact-based and data-driven decision making is critical.

This person will be based in either of our two NA offices; Manchester NH or San Mateo, CA. Occasional travel will be required.

To provide support to customers, consultants, partners and other support centres globally. Including trying to recreate the error/problem, advising customers whether it is a software problem, an operational error or an enhancement.

To serve as point of contact for customer investigations and troubleshoot or solve basic as well as complex customer incidents. Accessing customer installations maybe required.

Register questions and / or suggestions on the case system, including testing performed, results, recreation and next planned steps.

To provide knowledge transfer / training within the team.

Do outbound calling to customers post go live to ensure they are happy with their FinancialForce solution.

Occasional travel

Promote good working relationships with Support team, Customer Success Management, Account Executives, Professional Services, and other resources as needed.

Ability to clearly communicate other service offerings including professional services and custom development.

To liaise with development or other departments on complex issues and involve the appropriate people when required.

To document solutions and provide information to enhance the quality of the support knowledge base.

Proactively identify and resolve problems then communicate back to the customer.

To understand technical configuration and data structure of the application and platform to help troubleshoot customers queries.

Required skills / experience

Degree or equivalent in Accounting, Finance or Business.

Associate degree in IT or other related field or can demonstrate comparable work experience
Personal competencies & behaviours

Commercial thinking

Handling Customers

Analysing and solving problems

Managing time and projects

Communicating verbally

Communicating in written form

Influencing & Negotiating

Managing and developing people


Team Working

Professionalism & Motivation

Technical competencies

Competent use of MS Office Tools (Word, Excel, Access)

Understanding of complex information systems

Understanding of a programming language

Finance and Accounting environments

Software company or an IT department

Experience of on line accounting systems like

Desired skills / experience

Experience of apps or platform.

CPA qualified To apply to this position, please send your resume to - 2 years ago - save job - - block
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