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!

As a Senior Technical Support Engineer at insightsoftware, you are a senior support resource for our growing customer base and users of our software. You will be responsible for providing superior, level 2 support for our customers.  You will work 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 an intelligent and highly motivated Senior Technical Support Engineer with excellent communication and trouble-shooting skills, you would be a great fit for out team. 

What will you do? 

• Manage large amounts of incoming calls and 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 financial reporting, databases, application servers, and new technologies for product management and engineering teams
• Complete or assist with customer product installs as needed
• Meet individual and team 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 and communicating workarounds to customers
• Keep accurate records of customer interactions by documenting them in Salesforce.com
• Maintain a working knowledge of company products and technologies
• You will serve as motivational team member to ensure internal and external needs are met and customer satisfaction is achieved
• Provide high level technical tier 2-3 support to business clients

How will you do it? 

• Possess strong critical thinking and problem-solving capabilities 
• Communicate effectively and operate in a collaborative team environment 
• Understand the impact of customer issues 
• Demonstrate excellent time management skills and follow SLA’s
• Quick Learner
• Prioritize and resolve issues of the highest technical and business severity
• Handle customer concerns 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 software knowledge articles

• Fluent English speaker and excellent written communication skills
• Bachelor’s degree in related discipline: Engineering, Computer Science, or Management Information Systems preferred
• 2+ years of customer support experience in a software/SaaS environment 
• Strong problem-solving, decision-making, and critical-thinking skills 
• Professional, courteous, and committed to providing amazing customer support 
• Great attitude, team player 
• Background in accounting, corporate tax, or finance

• 5+ years of experience with SQL query language
  • Of particular importance is the ability to interpret, write, and edit SQL statements and develop SQL statement logic to manipulate data
• 2+ years of experience in a technical support role within a Windows environment  
• Familiarity with Salesforce, Jira, and Agile software development tools
• Experience with software installations, network operations, and software support

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 country where the position is located. **

insightsoftware About Us: Hear From Our Team - InsightSoftware (wistia.com)