Support Specialist 

This is not a posting for employees or employment in CA, CO, NY,or WA. Persons in such state are excluded from consideration for employment and the Company will reject any applicant information from any such person. Applicants must attest that they are not from CA, CO, NY, or WA for consideration for employment and no work will be permitted in CA, CO, NY,or WA, in whole or in part, in the performance of the position. The falsification of applicant information will result in immediate exclusion from employment consideration or termination from employment.
 

Location: Chicago, IL or remote, US & Canada (excluding CA, CO, NY, WA)

Travel: Willingness and ability to travel is an essential function of all jobs at the company unless otherwise advised by your manager or Human Resources at the time of hire or promotion. Approximately 5%. 

Contract: full time/permanent

Language: English, German, Spanish, and/or French language skills

Serrala is a global player in the financial software industry with nearly four decades of experience in empowering businesses to optimize their financial operations. Our core strength lies in our solutions that are designed to make financial processes easier, more efficient, and smarter.

With a substantial client base of over 2,500 clients in over 70 countries worldwide, we have earned the trust of a diverse global community that trusts our innovation.

If you're curious to dive deeper and explore the work we do, we encourage you to take the next step by applying for a position with us!

Meet the Team:

You will be reporting to the Director of Global Support. NA. This is a team of 11 Serralians in North America, but you will also have the opporunity to collaborate with the Global Support teams in other regions. 

About the role:

This person provides essential technical support to Serrala’s global customers. A successful specialist will be able to verbally and in writing, communicate with colleagues, customers, and partners to determine the underlying issue and prosecute the actions to issue resolution.  

Your Day to Day:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

• Work with a global team to proactively monitor cloud-based and on-premise customer solutions 

• Provide first line support and maintenance services to new and existing customers through the structured Support Center 

• Functional troubleshooting and analysis 

• Initial triage to gather information needed to troubleshoot solutions that include Serrala and third-party products. 

• Picks up and processes Support Service Tickets 

• Tracks the progress of an owned Support Service Ticket during entire lifecycle (from open to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Support Service Tickets as necessary (note: responsible that the solution is created but is not necessarily responsible for the solution itself) 

• Coordinate second-level and higher support services with senior consultants, developers, and third-party partners  

• Evaluate and determine, with the assistance of project managers, project leads, team leads, and account executives, when a ticket is billable and not part of a customer’s pre-paid support. 

• Execute service requests such as setting up accounts as per the SLA 

• Refer Support Service Tickets to the appropriate Product Group 

• Update, maintain, and administer the Support Center Knowledge Base 

• Escalate to the appropriate management level when SLA thresholds are violated. 

• Communicate (internally/externally) about Support Service Tickets, e.g., communicate the status of the Support Service Tickets directly with the customer or broadcast to a larger audience as defined per SLA. 

• Create, review, process and send reports as required or requested 

• Manage the entire service request process ensuring adherence to SLA 

• Manage support communications for/to all third-party vendors for their solutions to ensure prompt customer technical support to the customer 

• Other duties as assigned 

What makes you excel in this position:

• BS/BA in Computer Science or related degree or equivalent experience 
• Must have experience providing support for SAP P2P/AP products
• Experience with B2B payments 
• Experience with AP Processing 
• Experience in direct customer support role 
• Knowledge of SQL databases and queries 
• Proven analytical, problem-solving and conceptual skills 
• Highly motivated self-starter with the ability and desire to work independently, even when detailed instructions are not provided 
• Strong work ethic when working within a team to accomplish goals and milestones 
• Always maintains professionalism and excellent interpersonal skills to work with what can at times be difficult and demanding customers 
• Strong interpersonal and communication skills, including the ability to express complex business concepts in technical terms 
• English: written and verbal fluency 

Preferred Education and Experience  

• Highly desirable: Accounting or auditing background 
• German, Spanish, and/or French language skills  
• Knowledge of SAP ECC and/or S/4HANA 
• Experience with SAP ABAP, C++, JAVA, scripting or other computer language. 
• Knowledge of LAN/WAN (TCP/IP) technologies 
• Experience in document capture and/or content management systems such Brainware, Kofax, or Captiva  
• Experience with software/services pre-sales and/or business consulting roles 

Why us?

What unites us as Serralians across all borders is our passion for future-oriented software solutions and our shared values which are the foundation of our strong corporate culture and our innovative drive. At Serrala, our global teams are eager to evolve, advance, and innovate. We continuously improve the way we work with professional development at the core of what we do. With modern and flexible work environments, global and regional events, and a strong fostering of team spirit, we believe that together we can accomplish any challenge and move any mountain.

[EEO Statement]

We are proud to be an equal opportunity workplace. We celebrate and support diversity by providing equal employment opportunities regardless of race, creed, color, religion, age, sex, national origin, disability or handicap, genetics, protected veteran status, sexual orientation, gender identity or expression, arrest record, or any other characteristic protected by federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, general treatment during employment, termination, layoff, recall and leave of absence.

[To all recruitment agencies]

Serrala does not accept agency resumes. Please do not forward resumes to our job's alias, Serrala employees or any other organization location. Serrala is not responsible for any fees related to unsolicited resumes.

What's in it for you? We have many benefits and perks available to you as a Serrala employee. Here are just a few...

• Medical, Dental, and Vision Insurance - available to you from your first day of employment
• 401(k) - dollar for dollar matching up to 4% and immediate vesting and contribution from your first day of employment
• Up to a $275 monthly reimbursement for phone and internet
• Employee Assistance Program
• LifeMart - discounts on travel, food, products, and services
• Regus – mobile office space available for Serralians for team meetings, department gatherings, and project collaborations