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
Requirements
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
InsightSoftware
insightsoftware is a leading provider of reporting, analytics, and performance management solutions. accuracy, and compliance. Learn more at insightsoftware.com.
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