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Euna Solutions · 2 weeks ago

Associate Technical Solutions Specialist

Atlanta, GA

Full-time

Onsite

New Grad, Entry Level

Euna Solutions is a leading public sector SaaS provider focused on delivering innovative solutions for public servants. The Technical Solution Specialist role involves translating customer goals into effective product configurations, supporting customer implementations, and collaborating with cross-functional teams to ensure successful adoption of the Euna Grants Powered by AmpliFund platform.

Computer Software

Responsibilities

Provide support for customer specific configurations, troubleshooting, and implementation requests, which may include, at minimum, workflows, reports, custom forms, custom fields, and financial management

Translate customer requirements into configured objects within Euna Grants Powered by AmpliFund

Tracks and documents application of configuration requirements and any additional services performed, questions remaining, or deviations from the plan

Supports customer implementations which may include attending and participating in requirements gathering, training, configuration, or work, and testing sessions

Augment Enterprise Customer Programs team resources for customer projects included data migration

Review and validate project-related configurations to ensure the outcomes meets the approved requirements

Inform appropriate teams about unresolved internal issues and relay any necessary information learned from the configuration requirements customer interaction

Educate teams on the software so that they can then relay the proper training and configuration options to their customers

Assist in the more technical aspects of training, as well as in answering some customer questions

Provide customer service and troubleshooting with current customers

Ensure timely processing of customer support requests and help resolve customer concerns

Recognizes consistent product problem areas and follow escalation protocols when needed

Create or research and execute test cases to ensure solution meets the documented requirements

Document any issues identified during configuration and testing and provides results to appropriate project team personnel for resolution

Participates in customer support process for ticket management which could include resolving escalated issues arising from AmpliFund usage

Supports ticket queue coverage/staffing in all available roles

Provide a satisfactory experience for customers

Interact with cross-functional teams in adherence to processes and to drive towards corporate goals

Stay current with industry standards, tools, and technologies, and apply that information to improving implementation and customer support processes

Support processes to improve upon operational effectiveness of implementation and customer support and may include assessing and managing specialized training/operational requirements for customers. Other duties as assigned

Qualification

SaaS product platformCustomer support experienceConfigurationTroubleshootingCRM toolsGrants ManagementAnalytical skillsMS Office proficiencyProblem-solving skillsAttention to detailCommunication skillsTeam collaboration

Required

Strong attention to detail with proven analytical and problem-solving skills

Experience with issue/defect tracking and change management tools

High degree of comfort with technology and CRM tools

Proficient in understanding written requirements, including use cases, supplementary specifications, and requirements traceability

The ability to interact with business clients and internal teams simultaneously to bridge gaps and manage communications

Proficiency at managing and prioritizing several client accounts and deadlines simultaneously

Strong communication skills with the ability to present information in verbal, written or visual form to a variety of audiences

Ability to self-manage and be an independent member within the larger project team

Understands how to visualize and present complex data

Competent in MS Office

Experience in SaaS product platform

Preferred

B.S. or B.A. required, Bachelor's Degree in Computer Science, or other related disciplines preferred

Experience in or understanding of Grants Management, the Public Sector, or Finance highly preferred

Self-motivated, action-oriented, and actively pursues opportunities

Ability to work effectively both independently and in a team-oriented, fast-paced, collaborative, and dynamic environment

Professional in nature, reliable and punctual

Stable work history

Passionate about exceeding goals and delivering a result

Team oriented and comfortable with regular performance feedback

Organized, focused and persistent

Flexible, adaptable and dedicated

Benefits

Wellness days

Community Engagement Committee

Flexible workday

Benefits

Culture committee

Company

Euna Solutions

Euna Solutions® is a leading provider of purpose-built, cloud-based software that helps public sector and government organizations streamline procurement, budgeting, payments, grants management, and special education administration.

Founded in 2019