Product Support Associate

The Product Support Associate will Provide technical subject matter and customer assistance to Donnelley Financial Solutions Global Capital Market clients on the implementation and configuration of new and existing customers using the company's proprietary document management, composition, and/or print workflow systems. This position exists in a 24/7 day a week work environment. We are seeking employees who are looking to work either a swing or late evening shift.

• Work closely with customers to gather requirements and set up accounts on the company's proprietary document management, composition, and/or print workflow systems.
• Configure systems/templates for new clients to meet specific requirements.
• Provide day to day support of the systems for the customer and answer questions or assist in resolving data and formatting issues, provide recommendations on new/unique situations pertaining to styles or data, and process more difficult changes/requests.
• Troubleshoot client issues with the systems and work to resolve functionality related issues and escalate technical issues to the appropriate response teams.
• Provide training to clients regarding the use, functionality and navigation of the systems and system functionality enhancements.
• Prepare general use guides and develop client specific documentation and templates.
• May assist with version upgrades and UAT testing to ensure a seamless product migration. Provide feedback on product functionality enhancements based on interactions with customers
• Performs other related duties and participates in special projects as assigned.

Basic Qualifications

• HS diploma or equivalent
• 5-6 years of relevant administrative/operational support in manufacturing operations or office environment directly related to the duties of the job, OR demonstrated ability to meet the job requirements through a comparable number of years of work experience.

Preferred Qualifications

• May possess additional education certification in this level.
• Requires excellent knowledge of functional area(s) related to the job or good knowledge related to a professional field of work.
• Able to consistently apply applicable policies, procedures, regulations, and program objectives when carrying out the duties of the job.
• May provide oversight of work conducted by junior level staff and/or review/audit work for accuracy.
• Must have advanced knowledge of technology to include computers and software programs such as MS Office or MAC word processing, spreadsheets or other programs specific to the job in order to complete job duties successfully.
• Must have excellent oral and written communication skills to communicate effectively across departments when completing assignments.
• Must have strong organizational skills with ability to manage deadlines and prioritize workload and make adjustment to meet business needs. Must be able to work weekends and holidays.