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!

Responsibilities: 

• Provide resolutions and/or workaround advice in response to customer queries as appropriate.
• Contribute directly and secure and coordinate any additional resources required to deliver appropriate resolutions.
• Reproduce reported problems for diagnosis/further analysis, passing acknowledged product errors to the 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 is prepared to justify actions taken.
• Contribute to, and share in, the learning of the team.
• 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’ issues and the potential effects they may have.

• Provide detail as to product functionality by reviewing product code.

• Debug code to determine root cause analysis.

• Provide timely updates and progress reports for any critically escalated case and record them clearly in our case tracking system.

• Keep Management updated on outstanding and important issues.

• Make effective use of the existing Customer Services support databases; search the knowledge base for solutions to customer problems and utilize relevant solutions.

• Judging and addressing support issue escalation needs and responding to 3rd-level questions.

• Adjusting Support procedures to adapt to the current work environment.

• Development of tools, guides, and whitepapers that will increase the depth of knowledge of our products within the support organization.

• Assisting other Technical Support Engineers with the timely closure of open cases.

• Liaising with other teams in the Organization to resolve issues

Technical Requirements:

• 5 to 7 years of experience working in a customer-facing environment.
• Proficiency in SQL (Oracle / MS-SQL/HANA) and demonstrated capabilities to solve complex problems through active team participation.
• Worked on Performance tuning and resolving performance bottlenecks.

Personal Requirements:

• 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.
• Involvement in on-call and/or shift work, as necessary.
• 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
• Quick learner

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)