Product Support Associate
ExecutivePlacements.com
Job Overview
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Job Description
Overview
Join a dynamic team at the pulse of global markets. At Donnelley Financial Solutions (DFIN), we deliver innovative software and service solutions for essential financial reporting and capital markets transactions. Our Win as One mentality directly links team success with Client, Shareholder, and Employee Satisfaction. Recognized as one of America's Most Loved Workplaces and Built In Best Places to Work, DFIN is committed to employee well-being with competitive compensation, flexible workplace, comprehensive benefits, and professional growth opportunities.
About DFIN
DFIN provides software and services that empower clients to communicate confidently in a regulated environment. With 3,500 employees across 61 locations in 18 countries, we deliver innovative tools for content creation, management, distribution, data analytics, and multi-lingual translations.
Product Support Associate Role
The Product Support Associate provides technical and customer assistance to clients implementing and configuring our proprietary document management, composition, and print workflow systems, including the ActiveDisclosure platform.
Responsibilities
- Support clients on complex technical issues with ActiveDisclosure products.
- Respond to client inquiries within agreed service level agreements.
- Act as escalation point for sensitive or complex issues.
- Investigate, diagnose, and resolve software-related problems on the Azure platform.
- Document defects and case histories using Salesforce.
- Participate in user acceptance testing (UAT) for new features and bug fixes.
- Assist with special projects, research, and build/deployment QA verifications.
- Continuously improve support policies and procedures.
Qualifications
- Minimum of 2 years practical software/application support experience.
- Strong knowledge of MAC and Windows operating systems.
- Proficiency in MS Office applications (Word, Excel, Access, Outlook, and MS SharePoint).
- Familiarity with agile development practices and SaaS support.
- Excellent analytical, organizational, and communication skills.
- Ability to work independently and manage multiple priorities in a fast-paced environment.
- Weekend and holiday availability.
- Financial Services industry experience preferred but not required.
- Understanding of databases, internet, XML, and related technical concepts.
Key skills/competency
- Technical support
- Customer service
- Azure
- Salesforce
- Software troubleshooting
- ActiveDisclosure
- UAT
- Agile
- Windows
- MAC
How to Get Hired at ExecutivePlacements.com
- Research DFIN's culture: Understand mission, values, and employee testimonials.
- Customize your resume: Highlight technical support and SaaS experience.
- Showcase problem solving: Include troubleshooting and analytical skills.
- Prepare for technical interviews: Review Azure and support case studies.
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