Job Description
Full job description
Vacancy Name
Application Support Analyst
Vacancy No
VN943
Job Title
Application Support Analyst
Work Location City
Sydney
About Solifi
Solifi deliver a solid financial technology foundation for equipment, working capital, wholesale, and automotive finance firms. At Solifi, we believe that commerce is only as strong as the system it runs on. Our mission is to reshape finance technology by bringing together proven solutions into a singular powerful technology platform designed to help protect and scale financial organizations. We guard our customers by being precise and reliable, we guide their success by combining powerful technology with proven expertise, and we help them grow by unleashing their potential.
About the Team
The Customer Support team is a collaborative, fast-paced team of professionals that utilizes their technical expertise and advanced product knowledge to provide innovative solutions to our growing customer base. Solifi products are critical to the success of our customers’ business operations and they depend on the Customer Support team to be responsive, creative, and skilled at complex problem solving and software issue resolution.
About the Position
The Application Support Analyst (ASA) provides individual support on Incidents or Service Requests regarding the customer’s use of Solifi products. The ASA recommends solutions such as business process enhancement, application configuration, application enhancement or upgrade, or the purchase of additional services to achieve customer’s desired business outcomes. In this role, you provide remote services using our JIRA based support portal, telephone and web meeting technology to resolve customer issues. In addition, the ASA relays customer feedback regarding products to appropriate individuals within Solifi. The ASA determines the best method to resolve problems ensuring customer satisfaction and adherence to organizational policies.
Role and Responsibilities
Responsibilities and Deliverables:
Performs problem determination, analysis and resolution for customer’s functional, financial, reporting and accounting issues. This may involve working cross functionally with other teams within Customer Support around the globe, or with other departments within Solifi to resolve the issue
Consults with customers on business questions and processes at moderate levels of complexity to suggest how they can implement solutions.
Maintains the Support Knowledge Base by documenting repeatable processes, procedures and customer knowledge for future reference
Participates in proactive team efforts to achieve departmental and company goals.
Organizes, prioritizes, and handles multiple tasks/assignments/projects.
About You
BA/BS degree in related field preferred
1+ years of experience in a position that includes customer service handling complex issue resolutions
General knowledge of Finance/Accounting, especially within an asset finance business and/or the use of Solifi products in a customer’s business preferred
Strong computer skills to including the use of Microsoft suite
SQL Server Management Studio preferred
Experience using Atlassian Jira Service Manager preferred
Strong verbal and written communication and interpersonal skills with a customer service orientation
Ability to serve as a liaison representing Solifi to customers
Demonstrated organizational skills and ability to prioritize and manage multiple tasks with a detail orientation
Ability to work collaboratively as part of a team with minimal supervision.
Ability to effectively problem solve situations using strong troubleshooting and analytical skills
Vacancy Name
Application Support Analyst
Vacancy No
VN943
Job Title
Application Support Analyst
Work Location City
Sydney
About Solifi
Solifi deliver a solid financial technology foundation for equipment, working capital, wholesale, and automotive finance firms. At Solifi, we believe that commerce is only as strong as the system it runs on. Our mission is to reshape finance technology by bringing together proven solutions into a singular powerful technology platform designed to help protect and scale financial organizations. We guard our customers by being precise and reliable, we guide their success by combining powerful technology with proven expertise, and we help them grow by unleashing their potential.
About the Team
The Customer Support team is a collaborative, fast-paced team of professionals that utilizes their technical expertise and advanced product knowledge to provide innovative solutions to our growing customer base. Solifi products are critical to the success of our customers’ business operations and they depend on the Customer Support team to be responsive, creative, and skilled at complex problem solving and software issue resolution.
About the Position
The Application Support Analyst (ASA) provides individual support on Incidents or Service Requests regarding the customer’s use of Solifi products. The ASA recommends solutions such as business process enhancement, application configuration, application enhancement or upgrade, or the purchase of additional services to achieve customer’s desired business outcomes. In this role, you provide remote services using our JIRA based support portal, telephone and web meeting technology to resolve customer issues. In addition, the ASA relays customer feedback regarding products to appropriate individuals within Solifi. The ASA determines the best method to resolve problems ensuring customer satisfaction and adherence to organizational policies.
Role and Responsibilities
Responsibilities and Deliverables:
Performs problem determination, analysis and resolution for customer’s functional, financial, reporting and accounting issues. This may involve working cross functionally with other teams within Customer Support around the globe, or with other departments within Solifi to resolve the issue
Consults with customers on business questions and processes at moderate levels of complexity to suggest how they can implement solutions.
Maintains the Support Knowledge Base by documenting repeatable processes, procedures and customer knowledge for future reference
Participates in proactive team efforts to achieve departmental and company goals.
Organizes, prioritizes, and handles multiple tasks/assignments/projects.
About You
BA/BS degree in related field preferred
1+ years of experience in a position that includes customer service handling complex issue resolutions
General knowledge of Finance/Accounting, especially within an asset finance business and/or the use of Solifi products in a customer’s business preferred
Strong computer skills to including the use of Microsoft suite
SQL Server Management Studio preferred
Experience using Atlassian Jira Service Manager preferred
Strong verbal and written communication and interpersonal skills with a customer service orientation
Ability to serve as a liaison representing Solifi to customers
Demonstrated organizational skills and ability to prioritize and manage multiple tasks with a detail orientation
Ability to work collaboratively as part of a team with minimal supervision.
Ability to effectively problem solve situations using strong troubleshooting and analytical skills
💡 Quick Summary
Seeking a career-building opportunity? The Application Support Analyst position is now open for candidates interested in the Finance sector. This role in Sydney offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Finance is a plus.