Technical Support Engineer
- Full-time
Company Description
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!
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.
What will you do?
- Manage large amounts of incoming 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 reporting, databases, application servers, and new technologies for product management and engineering teams
- Complete or assist with customer product installs as needed
- Meet personal Productivity, Efficiency, and Quality 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 workarounds and communicating those to customers
- Keep accurate records of customer interactions by documenting them in Salesforce
- Prioritize working with Hubble, our analytical and reporting software suite for JDE and Oracle EBS customers
Qualifications
- Bachelor’s degree in related discipline: Engineering, Computer Science, or Management Information Systems preferred
- Solid understanding of SQL
- Experience working with Microsoft Dynamics NAV, Business Central, or other ERP databases
- Experience with software and/or database languages
- Prior experience in a technical support role within a Windows environment
- Experience using Salesforce and WebEx
- Knowledge of the Financial Technology industry highly preferred
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 stated work location. **
** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the stated work location. **