insightsoftware is a growing, dynamic computer 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!

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're driven, results-oriented, love solving problems, customer-focused, and are passionate about technology, you’re who we're looking for to grow our technical support team!

• Manage large amounts of incoming calls, emails, and chats 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 and upgrades
• Meet personal and team call handling quotas
• 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 workarounds and communicating those to customers
• Keep accurate records of customer interactions by documenting them in Salesforce.com
• Maintain a working knowledge of all company products and technologies

• Previous customer support experience
• Excellent communication
• Strong problem-solving, decision-making, and critical-thinking skills
• Professional, courteous, and committed to providing amazing customer support
• Open-minded, positive, and keen to learn
• Prior experience working in ticketing system (Salesforce.com, Jira, ZenDesk) is a plus
• Experience in Salesforce Service Cloud is a plus

All your information will be kept confidential according to EEO guidelines.