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
  • Create and maintain customer-facing and internal Jet Reports software knowledge articles

 

insightsoftware is closely monitoring the outbreak of respiratory illness caused by the SARS-CoV-2 Coronavirus (COVID-19). 

For the health and safety of our team members and prospective future team members, we will be conducting all job interviews remotely until further notice. The health and safety of our team members and prospective future team members is our top priority and we appreciate your understanding.

Qualifications

Required:   

  • Previous customer support experience.
  • High proficiency in Microsoft Word, Excel, and PowerPoint

 

Nice to have:

  • Previous experience working with Salesforce.
  • Basic technical SQL knowledge.
  • Basic Oracle and/or SAP knowledge.
  • Experience with Performance diagnostics and tuning.
  • Experience with software installations, network operations, and software support
  • Knowledge of SQL Server (i.e. able to do admin tasks such as backup/restore, understanding SQL/triggers/stored procedures etc.).
  • Knowledge of Microsoft Windows Server 2003 and above.
  • Knowledge of Microsoft Office Suite 2003 and above, focusing on Word, PowerPoint, and Excel.
  • Understanding and experience with Microsoft IIS.
  • Knowledge and understanding of networking principles.
  • Understanding and experience with SQL Server Analysis Services or Integration Services.
  • Windows general troubleshooting – understanding Event Viewer logs, Windows Installer errors and logs, using the Registry Editor etc.

 

Communication skills:  

  • Ability to communicate correctly and clearly with both internal team members and external customers.
  • Native or equivalent English proficiency
  • Excellent documentation skills.
  • Excellent composition skills: The ability to compose a grammatically correct, concise, and accurate written response.
  • Good comprehension skills: The ability to clearly understand and state the issues customers present.

 

Valued Traits:  

  • Highly motivated and driven to perform at the highest level.
  • Shows pride in producing quality deliverables.
  • Always being punctual and professional internally and with customers.

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. **