Insightsoftware is a growing, dynamic software company that helps businesses achieve greater levels of financial intelligence across their organization with our world-class financial reporting solutions. At Insightsoftware, you will learn and grow in a fast-paced, supportive environment that will take your career to the next level. We are looking for future Insighters who can demonstrate teamwork, results orientation, a growth mindset, disciplined execution, and a winning attitude to join our growing team.
Responsibilities
Job Description
As a Technical Support Engineer at insightsoftware, you are the first line of support for our growing customer base and users of our software.
You will be responsible for providing a superior level of support for our customers, working to troubleshoot, document, and resolve technical issues and partnering cross-functionally with our client services and development teams to ensure quality service. If you are driven, results-oriented, love solving problems, customer-focused, and are passionate about technology, then you are a fit for the Technical Support Engineer position at our company.
Achievements/Goals
What will you do?
Manage large amounts of incoming calls and emails regarding software support
Interact with customers, partners, and software developers to provide advice and assistance and achieve customer satisfaction
Identify, analyze, and document product bugs and fixes relating to financial reporting, databases, application servers, and new technologies for product management and engineering teams
Complete or assist with customer product installs as needed
Meet individual and team metrics
Prioritize and resolve issues of the highest technical and business severity
Handle customer complaints and provide appropriate solutions and alternatives within time limits; follow up to ensure resolution, including identifying and communicating workarounds to customers
Keep accurate records of customer interactions by documenting them in Salesforce: The Customer Company
Maintain a working knowledge of company products and technologies
How will you do it?
Problem Solving – Possess strong critical thinking and problem-solving capabilities
Team work – Communicate effectively and operate in a collaborative team environment Customer Orientation – Dedicated to providing a high level of customer service
Empathy – Understand the impact of customer issues
Attention to Detail – Work carefully and quickly to resolve issues with little room for error Disciplined Execution – Demonstrates extreme ownership by consistently delivering high-quality results and outcomes
Qualifications
Qualifications / Requirements
Must Have Qualifications
Fluent English Speaker
Bachelor’s degree in related discipline, Engineering/CS/MIS degree preferred
2+ years of customer support experience in a software/SaaS environment
Strong problem-solving, decision-making, and critical-thinking skills
Ability to make sense of something complex
Professional, courteous, and committed to providing amazing customer support
Open-minded, positive, and keen to learn
Great attitude, team player
Willing to work flexible hours, including off-hours on-call rotation
Preferred qualifications:
Background in accounting, corporate tax, or finance
Experience with software and/or database languages including Oracle, or SQL
Prior experience in a technical support role within a Windows environment
Experience using Salesforce: The Customer Company and Teams
Azure experience
Additional Information
All your information will be kept confidential according to EEO guidelines.
** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. **
insightsoftware About Us: Hear From Our Team - InsightSoftware (wistia.com)
** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. **
insightsoftware About Us: Hear From Our Team - InsightSoftware (wistia.com)
Background checks are required for employment with insightsoftware, where permitted by country, state/province.
At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Engineering
Industries
Software Development
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