Magnitude's transformative approach to unified application data management delivers vast operational efficiencies to business application data access, management, analytics, and reporting for the modern enterprise. Magnitude's portfolio of products includes simplified application data access to any data source; data management solutions for the SAP and commerce verticals; simplified master data harmonization and governance; and packaged application analytics and reporting solutions for SAP and Oracle. The company helps thousands of business users simplify management of their data and deliver on the substantial productivity gains these applications originally promised. For more information, please visit www.magnitude.com.

About the Role: 

The Software Solutions Consultant will deliver product-focused, technical support to implementers and users of Magnitude products, while minimizing any disruption that may be attributable to the product, or its use. S/he/they will also assist customers with product upgrades and customizations.

***To be considered, applicants should reside in the EAST COAST TIME ZONE (EST), due to the nature of the support provided.***

Responsibilities:

• Provide resolutions and/or work around advice in response to customer queries as appropriate.
• Contribute directly, as well as secure and coordinate any additional resources required to deliver appropriate resolutions.
• Respond positively to all customer queries.
• Reproduce reported problems for diagnosis/further analysis, passing acknowledged product errors to software development team for fixing, and details of the replication to the test team.
• Assist Development and Product Verification in confirming and diagnosing escalated issues.
• Track support calls through to closure and be prepared to justify actions taken.
• Contribute to, and share in, the learning of the team.
• Part of a professional, customer facing team who works with users and administrators of Magnitude software products, product developers, testers consultants, pre-sales, and sales consultants.
• Provide first class customer service to external and internal users.
• Ensure that service levels are met for each assigned incident.
• Determine the urgency of users’ issue and potential effects it may have.

• Minimum of two years of experience working in a customer-facing environment.
• Good Knowledge of SQL and understanding of one of the relational databases: Oracle, Microsoft SQL Server, and Teradata.
• Relational database experience - writing SQL queries, SQL statements and ability to read SQL.
• Experience of implementing solutions, field project experience is a plus
• Excellent Oral and written English communication skills

• Strong and structured analytical skills, Good problem-solving skills.
• Willingness to own problems and see them through to completion.
• Able to balance between customer empathy and constraints of supporting a commercial product.
• Desire to continually improve technical and problem resolution skills and strive for excellence.
• Team player with an ability to work under pressure.
• Ability to see the bigger picture, not just the issue as presented.
• Remaining objective in all dealings with customers.
• A positive attitude towards solving customer problems.
• Ability to accurately prioritize tasks and accomplish them in a timely fashion.
• A passion for customer success and technology
• Attention to detail.

***To be considered, applicants should reside in the EAST COAST TIME ZONE (EST), due to the nature of the support provided.***

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. **