About Us:

Insightsoftware is a growing, dynamic 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 Summary

Provide a high-quality support service to Insight software clients across product line(s) and/or businesses to help build, maintain, and improve customer satisfaction to a level that the customer will act as a sales reference site with specific focus on private and public cloud hosting.

 Responsibilities

• Exercises independent judgment and discretion in planning and organizing customer support activities to ensure customer satisfaction.
• Manages and directs the activities of the customer support staff
• Ensures proper resource utilization including recruiting, hiring and training; ensure work environment, is sufficient to meet objectives; maintain team scheduling and global coverage if appropriate.
• Leads regular team and direct report meetings, communicate company goals, team goals and define individual objectives.
• Continual monitoring and evaluation of metrics to ensure that team follows the right course of action to meet desired goals.
• Maintains high departmental morale and focused on retaining talent.
• Committed to the delivery of outstanding service to customers.
• Responds to escalated customer issues, redirects resources as appropriate and maintains ownership of customer escalations until final resolution of issue.
• Ensure regular up-to-date accurate information is recorded in the case logging system (e.g., SalesForce) so that customers can see progress on the support cases
• Looks to assist in identifying Professional Services or Product Sales opportunities arising from customer calls. Ensures that these are passed on to the appropriate groups for action to drive increased revenue.
• Perform architecture reviews and assessments while working with our clients, product teams and our engineering teams to improve the existing solutions.
• Support architects in the establishment and adoption of technology standards.
• Analyze necessary functionality / features to determine appropriate technologies and recommending new technologies as appropriate.

Required:

• Strong Experience in Support.
• Strong cloud hosting principles associated with Identity Access Management, Role Based Access Controls, Computer and Networking concepts.
• Strong Experience in supporting Cloud strategies using industry leading platforms including Microsoft Azure, Amazon Web Services (AWS), and private cloud hosting
• 8 years of support experience 
• 8 years of experience in developing, supporting, or using IT software

Preferred:

• Bachelor's Degree in Business, Finance or Computer Science or relevant work experience
• 8+ years relevant work experience
• Microsoft Azure and Amazon Web Services (AWS) certifications
• Exposure to automation and orchestration tools to continually improve management of our cloud hosting solutions.

Knowledge, Skills, and Abilities:

• Strong customer support skills with demonstrated ability to effectively deal with escalated customer concerns.
• Demonstrated success managing and developing non-exempt level positions. 
• Standard work week or as defined by assignment requirements.
• Proven experience in a consulting and/or client-facing environment.
• Working knowledge of emerging technologies.
• Experience with cloud networking principals and troubleshooting.
• Azure and Amazon Web Services IaaS knowledge (Computer, Storage, Networking)
• Experience utilizing cloud native monitoring and logging tools.
• Critical thinking to drive solutions and teams to exceptional support outcomes generating new solutions to meet the evolving needs of our clients.
• Exposure to managing performance and system responsiveness in a hosting environment.
• Involvement with Identity Access Management (IAM), Role Based  Access Controls (RBAC), Authentication and Security management of a hosting environment.

Travel:

• International travel may be required
• Up to 10% travel may be required

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)