L1 Support Associate
Remote · United States or US
Job Summary
Product Support Specialist provides subject-matter technical and customer assistance to clients on the implementation and configuration of ActiveDisclosure and related SaaS products. Responsibilities include guiding clients through complex technical issues, responding within SLA, serving as escalation point, researching root causes, performing QA/UA testing, documenting case histories in Salesforce, assisting with special projects, and contributing to knowledge base and policy improvements. Requires strong knowledge of macOS/Windows, Microsoft Office/SharePoint, Agile practices, SaaS applications, and a background in financial services; must be able to work independently and collaboratively, with attention to detail and strong communication skills.
Required Qualifications
- 2+ years of hands-on experience in software/application support
- Experience supporting SaaS applications preferred
- Background in Financial Services is a plus
- Strong written, verbal, and interpersonal communication skills
- Ability to present effectively to diverse audiences
- Foundational understanding of databases, internet technologies, XML, and related concepts
- Basic knowledge of QA processes, practices, and methodologies
- Experience with Salesforce
- Experience with UAT
- Experience with build/deployment QA verifications and testing
- Proficiency with macOS and Windows operating systems
- Proficiency in Microsoft Office (Word, Excel, Access, Outlook) and SharePoint
- Familiarity with Agile development practices
- Strong analytical, organizational, and multitasking abilities
- Flexibility to work weekends and holidays
- Ability to work independently and in a team
- Strong prioritization and time-management skills
- Excellent problem-solving and troubleshooting skills
- Customer-service oriented attitude
- Documentation and case-management skills
- Ability to research problems independently
- Experience with problem determination and root-cause analysis
- Experience with software/document management workflows
Desired Qualifications
- 2+ years of hands-on experience in software/application support
- Experience supporting SaaS applications preferred
- Background in Financial Services is a plus
- Strong written, verbal, and interpersonal communication skills
- Ability to present effectively to diverse audiences
- Foundational understanding of databases, internet technologies, XML, and related concepts
- Basic knowledge of QA processes, practices, and methodologies
- Experience with Salesforce
- Experience with UAT
- Experience with build/deployment QA verifications and testing
- Proficiency with macOS and Windows operating systems
- Proficiency in Microsoft Office (Word, Excel, Access, Outlook) and SharePoint
- Familiarity with Agile development practices
- Strong analytical, organizational, and multitasking abilities
- Flexibility to work weekends and holidays
- Ability to work independently and in a team
- Strong prioritization and time-management skills
- Excellent problem-solving and troubleshooting skills
- Customer-service oriented attitude
- Documentation and case-management skills
- Ability to research problems independently
- Experience with problem determination and root-cause analysis
- Ability to document and track case histories in Salesforce
- Ability to assist with UAT for new features
- Attention to detail and high quality standards
- Experience with software/document management workflows
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