Technical Support Analyst (Systems)- Costa Rica

  • Full-time
  • Position Type: Exempt

Company Description

Elite is the leading global provider of innovative business management solutions that enable law firms and professional services organizations to streamline operations, maximize efficiency, and increase visibility into all aspects of their businesses. Our Company is focused on enabling firms of all sizes and locations to meet their true potential and provide the best service for their clients.


Job Description

The Technical Support Analyst is the primary service contact assisting customers to effectively utilize Elite 3E software to meet their firm’s business objectives. The role is to provide technical consultative support for Elite’s 3E product in a non-call center type of project-based environment.  The role may be cross trained or involved in other product offering over time. This position will support EMEA business hours. Additionally, Saturday & Sunday Support may also be required (on rotation). 


  • Pull service request tickets from phone queue and online customer portal. Intake and document concisely the challenge, expectations of resolution, steps to reproduce and necessary logs, attachments.
  • Use case management system to correctly record all information regarding challenge.
  • Use remote access utilities and other resources to replicate customer challenge.
  • Leverage internal knowledgebase resources, peer knowledge and documentation for known solutions.
  • Isolate causes and take restorative actions while minimizing disruption to the customer’s business operation.
  • Provide timely and effective status updates throughout the life of the service request until resolution.
  • Communicate and recommend complex business process, procedures and diverse information to resolve customer issues and potential future preventative actions.
  • Maintain appropriate Dashboard management which includes:  volume of active service requests and  appropriate aging specifications of open service requests.
  • Provide high level of soft skills in communication with customers and internal peers. Act with an appropriate sense of urgency and follow up to ensure issues are resolved to satisfaction and develop a rapport through successful personal interactions. 
  • Collaborate and Interact with team, department and interdepartmental peers to resolve customer issues effectively and timely. Participate in team and escalation meetings and contribute suggestions and solutions to increase effectiveness. Actively seek and apply knowledge gained from colleagues and other resources and proactively share knowledge with others.
  • Acquire and maintain expertise of Elite’s software product and application suites and operating platforms and how customers can utilize and/or adapt software to effectively manage their business both financially and operationally. Complete Application bootcamps and continuing education as necessary. Develop and demonstrate SQL skills to a proficient level for the role
  • Acquire new skills – Continue to gain technical knowledge of how Elites’ software products work in Cloud based and hybrid environments while becoming familiar with tools that allow for proactive monitoring of hosted environments.
  • Flexibility – Remain flexible to accommodate for an ever-changing landscape of Elite hosted software.
  • Help clients use software to adhere to accounting best practices including month end and year end balancing.
  • Remote troubleshooting and complex financial data mining on client systems through extensive use of SQL Management Studio, backend logs, front end testing, research and liaising with Development teams 


  • Bachelor’s degree or equivalent experience in IT, Finance Analyst and/or Accounting and Finance
  • 2+ years technical, financial, accounting and/or customer service experience with financial programs
  • Knowledge in Microsoft SQL Server, MS office, Azure, Azure Monitoring, Smartsheet, IE, Chrome and relational database concepts is a plus
  • Exceptional customer service soft skills with expertise in troubleshooting and solving complex problems
  • Experience in Microsoft platform support, administration, or implementation including Microsoft Azure
  • Excellent organizational, time management, written and verbal communication skills.
  • Ability to efficiently multitask dynamically and prioritize focus correctly
  • Working knowledge of computer hardware and network operating systems and expertise trouble shooting hardware and software compatibility issues across various configurations is a plus
  • Prior knowledge/experience in legal finance sector, professional services or similar financial systems environment
  • Elite software experience a significant plus
  • Experience as a technical support engineer, application support analyst or application support engineer for a SaaS product or company is preferred

Additional Information

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. We are proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

We also provide reasonable accommodation for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

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