CALUMO Support Engineer

  • Sydney NSW, Australia
  • Full-time

Company Description

Insightsoftware is a growing, dynamic computer software company that helps 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

SUMMARY

You will be responsible for providing a superior level of support for our CALUMO 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 CALUMO 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
  • 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

Qualifications

COMPETENCIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

  • Fluent English Speaker
  • Bachelor’s degree in related discipline, Finance and Management Information System, Business Analyst combined with technical courses
  • Experience with Microsoft SQL Server, T-SQL.
  • Strong Excel skills
  • 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 
  • Great attitude, team player 
  • Willing to work flexible hours


EDUCATION and/or EXPERIENCE

  • Minimum 2 years of implementing/supporting Business Intelligence, Reporting or Budgeting systems associated with ERP Systems
  • Bachelor’s Degree in Finance or Accounting, Computer Science, Information Technology or related discipline or equivalent working experience 
  • A working knowledge of business software and Microsoft Office Suite including Excel, Word, and PowerPoint 
  • Experience with Microsoft SQL Server, T-SQL.
  • Experience in technical or commercial management of software support services, software development, or customer care around IT/Application services is highly preferred
  • History of solving business problems with Excel, Database, and OLAP tools.

Additional Information

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

Preference will be given to candidates located near Sydney Australia.
Candidates located in Australia or New Zealand will be considered (for remote work).

 

** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the stated work location. **