Job Description

Company Description

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!



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.

What will you do?

• Manage large amounts of incoming 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 reporting, databases, application servers, and new technologies for product management and engineering teams
• Complete or assist with customer product installs as needed
• Meet personal Productivity, Efficiency, and Quality 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 workarounds and communicating those to customers
• Keep accurate records of customer interactions by documenting them in Salesforce
• Create and maintain customer-facing and internal product-specific knowledge articles

Qualifications

• 5 to 9 years of experience
• Previous customer support experience.
• High proficiency in Microsoft Word, Excel, and PowerPoint

Recommended

• Previous experience working with Salesforce.
• Basic technical SQL knowledge.
• Basic Oracle and/or SAP knowledge.
• Experience with Performance diagnostics and tuning.
• Experience with software installations, network operations, and software support
• Knowledge of SQL Server (i.e. able to do admin tasks such as backup/restore, understanding SQL/triggers/stored procedures etc.).
• Knowledge of Microsoft Windows Server Operating Systems
• Knowledge of Microsoft Office Suite focusing on Word, PowerPoint, and Excel.
• Understanding and experience with Microsoft IIS.
• Knowledge and understanding of networking principles.
• Understanding and experience with SQL Server Analysis Services or Integration Services.
• Windows general troubleshooting - understanding Event Viewer logs, Windows Installer errors and logs, using the Registry Editor etc.

Communication skills

• Ability to communicate correctly and clearly with both internal team members and external customers.
• Native or equivalent English proficiency
• Excellent documentation skills.
• Excellent composition skills: The ability to compose a grammatically correct, concise, and accurate written response.
• Good comprehension skills: The ability to clearly understand and state the issues customers present.

Valued Traits

• Highly motivated and driven to perform at the highest level.
• Shows pride in producing quality deliverables.
• Always being punctual and professional internally and with customers.

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 stated work location. **