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Product Support Center of Excellence Support Senior Associate

Company: Grant Thornton LLP
Location: Downers Grove
Posted on: September 17, 2022

Job Description:

ICS - Product Support Center of Excellence Support Senior Associate Grant Thornton has innovative solutions built on our award winning alyx platform. This platform puts the power of emerging tech into our clients hands, connecting real people with the right resources. Developed by Grant Thornton teams, our ready solutions use the power of alyx to solve common risk, finance, tax or compliance needs with proven results. We work with some of the country's most successful private and public companies to first understand their businesses and the risks they face, and then focus our efforts where they matter most. We work with clients to improve their overall financial reporting processes and to help them better understand their businesses. We also consider it our job to continually inform our clients about accounting, financial and regulatory developments that may affect their businesses. Grant Thornton's Product Support Center of Excellence (PSCOE) supports customers using our innovative products in their own business. Our PSCOE professionals provide world class support with their unique combination of accounting expertise, customer service and technical skills. They know more than the technology: they understand how the product helps the business. Focused on the customer journey and successful customer adoption of Grant Thornton products, the PSCOE works directly with customers, helping them maximize their product features, and also works with the product management, professional services and development teams on the product roadmap. The PSCOE is a fully remote team supporting customers around the globe, operating 24 hours a day, Monday thru Friday. POSITION SUMMARY: The PSCOE Support Senior Associate (SA) is a team player who works to first understand the customer's need then takes responsibility for resolving the issue while providing an excellent client experience. The SA also handles non-technical requests, engaging the appropriate business teams to ensure resolution. As the main contact for questions related to the product, the SA has visibility to product roadmaps and influences the design of feature enhancements. This is a shift position and the required hours are: CENTRAL - 7:30 AM to 4:30 PM EASTERN - 8:30 AM to 5:30 PM PACIFIC - 5:30 AM to 2:30 PM IST - 6:00 PM to 3:00 AM ESSENTIAL DUTIES AND RESPONSIBILITIES Work with Shift Manager and team members to ensure all service level agreements and performance metrics are met. Properly research, troubleshoot and resolve customer issues. Maintain active communication with clients, providing functional and technical guidance to customers. Contribute to ongoing improvement and expansion of product materials and technical documentation. Maintain detailed records of customer interactions in the customer support system of record. Sustain working knowledge of Grant Thornton products and technologies. Other duties as assigned. QUALIFICATIONS Positive, customer centric attitude Excellent written and verbal communication skills Excellent time management skills Solution oriented problem solving skills Education in finance and/or accounting Experience in Audit, Tax and/or Advisory professional services preferred Proficiency with Microsoft Office 365 (Outlook, Word, Excel, PowerPoint) required Experience with Microsoft Teams, SharePoint and OneDrive required Experience with Atlassian Jira Service Management preferred Experience with Microsoft Azure DevOps beneficial About Us At Grant Thornton, we believe in making business more personal and building trust into every result - for our clients and you. Here, we go beyond your expectations of a career in professional services by offering a career path with more: more opportunity, more flexibility, and more support. It's what makes us different, and we think being different makes us better. About the Team The team you're about to join is ready to help you thrive. Here's how: --- Whether it's your work location, weekly schedule or unlimited flex time off, we empower you with the options to work in the way that best serves your clients and your life. --- Here, you are supported to prioritize your overall well-being through work-life integration options that work best for your and those in your household. --- We understand that your needs, responsibilities and experiences are different - and we think that's a good thing. That's why we support you with personalized and comprehensive benefits that recognize and empower all the identities, roles and aspirations that make you, well, you. See how at --- When it comes to inclusion, we are committed to doing more than checking boxes. Explore all the ways we're taking action for diversity, equity & inclusion at Here's what you can expect next: If you apply and are selected to interview, a Grant Thornton team member will reach out to you to schedule a time to connect. We encourage you to also check out other roles that may be a good fit for you or get to know us a little bit better at Additional Details: Grant Thornton requires personnel to be fully vaccinated against COVID-19 or self-test negative for COVID-19 within a specified timeframe in order to visit/enter firm offices, to visit/enter client or prospective client sites or facilities, or to attend in-person firm or client-sponsored events, subject to any medical, religious or other accommodations under the law. Grant Thornton collects, uses and maintains vaccination-related data in accordance with its Privacy Policy, Personnel Privacy Notice, and applicable laws and regulations. It is the policy of Grant Thornton to promote equal employment opportunities. All personnel decisions (including, but not limited to, recruiting, hiring, training, working conditions, promotion, transfer, compensation, benefits, evaluations, and termination) are made without regard to race, color, religion, national origin, sex, age, marital or civil union status, pregnancy or pregnancy-related condition, sexual orientation, gender identity or expression, citizenship status, veteran status, disability, handicap, genetic predisposition or any other characteristic protected by applicable federal, state, or local law. Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of Grant Thornton LLP to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. To make an accommodation request, please contact For Los Angeles Applicants only: We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

Keywords: Grant Thornton LLP, Downers Grove , Product Support Center of Excellence Support Senior Associate, Accounting, Auditing , Downers Grove, Illinois

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