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!

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.

What will you do? 

• Manage large amounts of incoming calls, emails, and chats regarding financial 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
• Work with a cloud-based Enterprise Performance Management application (Financial) 
• Complete or assist with customer product installs as needed
• 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

How will you do it? 

• Problem Solving – Possess strong critical thinking and problem-solving capabilities 
• Team Work – Communicate effectively and operate in a 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 

Flexibility – Operate in a fast-paced environment

• Fluent English Speaker
• Bachelor’s degree in related discipline, Finance and Management Information System, Business Analyst combined with technical courses. 
• 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 

Preferred qualifications: 

• Experience with cloud based finance software and knowledge database languages including SQL    
• Prior experience in a technical support role within a financial environment    
• Experience using Salesforce.com and WebEx 

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 stated work location. **