Essential Duties and Responsibilities:
- Work on a wide variety of key project tasks such as business analysis, technical design and requirements gathering (BRD) in relation to Advantage Fee.
- Implement Advantage Fee for new client projects, configuration setup, testing and go-live support
- Provide Quality Assurance testing to client customizations and product enhancements
- Support system and client acceptance testing conducted by InvestCloud clients
- Analyze current client business processes and recommend improvements
- Act as a subject matter expert on client fee billing and middle/back-office revenue operations and management
- Coordinate troubleshooting / issues with engineering and development
- Production Support monitor Zendesk cases coming in. Assign to the relevant team or investigate and keep tickets updated on a regular basis within the Client SLA.
- Ability to receipt, logging and tracking of all client issues, defects, and inquiries
- Internal analysis of reported issues to identify potential resolution or workaround
- Efficient, effective, and collaborative interaction with the client to understand and investigate the issue in a timely manner.
- Internal escalation to the respective team or individual to perform more detailed root cause analysis
- Develop significant knowledge and understanding of the Advantage Fee product to perform independent investigation
- Interact with internal stakeholders and leadership to escalate issues in a timely fashion to help mitigate risk of client dissatisfaction
- Conduct periodic reviews with peers to understand root cause of reported issues for future prevention and resolution
- Assist with billable projects, including testing, release documentation, BRD documentation, configuration, and issue remediation.
- Client-facing experience is required.
- Work flexible hours when required to support projects or go live.
- Perform other duties as required
