Senior Technical Support Engineer

Company Description

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

Responsibilities
As a Technical Support Engineer at insightsoftware, you are the first line of support for our growing customer base and users of our software.

You will be responsible for providing a superior level of support for our customers, working 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 driven, results-oriented, love solving problems, customer-focused, and are passionate about technology, then you are a fit for the Technical Support Engineer position at our company.

Achievements/Goals
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: The Customer Company
• Maintain a working knowledge of company products and technologies
• How will you do it?
• Problem Solving – Possess strong critical thinking and problem-solving capabilities
• Team work – Communicate effectively and operate in a collaborative team environment  Customer Orientation – Dedicated to providing a high level of customer service
• Empathy – Understand the impact of customer issues
• Attention to Detail – Work carefully and quickly to resolve issues with little room for error  Disciplined Execution – Demonstrates extreme ownership by consistently delivering high-quality results and outcomes

Qualifications

Qualifications / Requirements
Must Have Qualifications:

• Fluent English Speaker
• Bachelor’s degree in related discipline, Engineering/CS/MIS degree preferred
• 2+ years of customer support experience in a software/SaaS environment
• Strong problem-solving, decision-making, and critical-thinking skills
• Ability to make sense of something complex
• Professional, courteous, and committed to providing amazing customer support
• Open-minded, positive, and keen to learn
• Great attitude, team player
• Willing to work flexible hours, including off-hours on-call rotation
• Preferred qualifications:
• Background in accounting, corporate tax, or finance
• Experience with software and/or database languages including Oracle, or SQL
• Prior experience in a technical support role within a Windows environment
• Experience using Salesforce: The Customer Company and Teams
• Azure experience

Additional Information

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)

** 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)

Background checks are required for employment with insightsoftware, where permitted by country, state/province.

At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.