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 Description

Work Timings: US Shift (5:30 PM to 2:30 AM IST)

Work Location: Hyderabad

A self-motivated individual desiring to play an integral part in a growing insightsoftware product line, Vizlib, which extends Qlik Sense's functionality by providing additional visualization and write back capability.  As a member of the Support team, you will be responsible for the following activities: 

• First point of contact for customers in Technical Support, triaging & troubleshooting new tickets/chats, owning their tickets and being accountable for them from ticket creation to closure, maintaining high levels of Customer Satisfaction, helps teammates in reaching high standards of customer experience and technical troubleshooting. 

• Identifies and reproduces bugs, opens Jira tickets for R&D for internal investigations, also ensures team executes all steps well and documents their investigations with high quality for the R&D teams to easily review them, then start working on them without more interactions required. 

• Guides teammates on all topics for all Vizlib products. 

• First point of contact for the Service Delivery Manager, ensuring management needs are understood and adopted across the whole team. 

• Runs ticket reviews regularly sharing their own experience & knowledge for continuous improvement across Support. 

• Arranges and leads customer calls, encourages the team to follow the same attitude. Gets invited to calls to help their team.  

• Key point of contact for technical issues requiring more in-depth knowledge as well as escalations, ensuring next steps are always planned. 

• Ensures Team KPIs are met through queue management and proactive guidance/advice also working on colleague tickets, as per set individual and team goals. 

• Actively improves the knowledge base, creating and updating articles. 

• Ensures high levels of First Contact Assignment, First Response, First Contact Resolution and Average Resolution time for themselves and the team. 

Technical Skills (6+ years of experience required) 

• Strong experience with Qlik Sense (preferred) or other BI software is required implementing/maintaining Server solutions, Data sets, and visualization. 

• Knowledge of other Qlik products is a plus. 

• Strong knowledge of Business Intelligence and Data Analytics concepts.  

• Excellent awareness and understanding as well as hands-on experience in deploying/maintaining company infrastructures, networks, browser-based on-premises/SaaS applications, OS platforms and devices. 

• Strong experience with Windows/Linux based servers and Enterprise deployments, able to troubleshoot using large sets of logs. 

• Experience deploying and maintaining cloud-based solutions (AWS, Azure, GCP…) 

• Experience with Docker containers is a plus. 

• Good understanding of databases and database query languages (MsSQL, PostgreSQL, Oracle etc…). 

• Strong experience working in SaaS B2B support organizations (3+ years). 

• Strong knowledge of working with ticketing tools (Experience with Salesforce and Jira is highly valued). 

• Can read and understand code at a basic level. 

• Excellent understanding of HTTP and WebSocket protocols with strong experience analyzing and troubleshooting browser-based apps. 

Non-Technical Skills 

• Works with little to no guidance and works through more complex troubleshooting questions with customers. 

• When no solution is yet known, they ensure a solution is found for the customer and documented for future reference also providing workarounds, when possible. 

• Ensures adoption of processes, benefiting both the team’s day to day and customer experience. 

• Balances and assesses urgency and therefore priority of issues as well as identifies appropriate team resource. 

• Identifies solutions to more complex problems and recommends the optimum solution and justify their selection through explaining the risks and potential alternatives. 

• Understands incident management and overall processes, guides teammates to apply set principles. 

• Handles all topics. They have a “can do” attitude that will allow them to come up with creative thinking and problem solving, even for more complex situations. 

• Builds strong relationships with PMs, Tech leads, and QA to manage all questions/topics quickly and effectively. 

• Represents Vizlib on calls with the team or individually, works with customers to champion excellent support practices. 

• Sets the standard in Support and proactively suggests/seeks areas for improvements (Processes, products, Documentation, training...). 

• Has excellent verbal and written skills. 

• Can easily engage with other teams to work towards the same goals. 

• Listens to customers and fellow team members and understands requirements accurately whether via tickets, chats or on calls. 

• Able to work under pressure for high profile issues and customers. Always with a positive attitude. 

• Demonstrates a passion for service excellence and strives to improve those skills as an individual and as a team. 

• Conveys technical as well as non-technical messages to the customer in very few interactions. 

• Leads by example and actively encourages other team members to adopt smarter ways of working by shadowing, training and helping, where required. 

• Lives and breathes for the customer. 

• Show high levels of empathy with customers at all times. 

• Will always question their knowledge by constantly training themselves. 

  Education: 

• A bachelor’s degree in computer science, engineering or equivalent (Experience more important than formal education) 

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. **

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