Senior Technical Support Engineer

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