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:
- 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.
- Respond positively to all customer queries.
- 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.
- Part of a professional, customer-facing team who works with users and administrators of insight software products, product developers, testers consultants, pre-sales, and sales consultants.
- 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 potential effects they may have.
Qualifications
The range of technical skills that are required to support the interaction between Hubble and clients include:
- General knowledge of common database systems (DB2, SQL Server, and Oracle)
- Intermediate level SQL / Oracle query writing
- General knowledge of ETL processes
- Intermediate working knowledge of application support on Windows, Windows web applications and Linux OS
- General understanding of accounting principles or processes
- Establish and maintain working relationships with internal teams, including product management, engineers, and support staff
- Enthusiastic about troubleshooting technical issues and finding the best solutions
- At least 5 + years of experience in Support function dealing with clients directly on application support.
- Strong communication skills and the ability to interface both with technical and non-technical individuals
- Work in the US Eastern Time Zone 8:30am to 5:00pm EST, Central Standard Time would be accepted as well
- Flexibility to work in an on-call model for holiday and weekend coverage
- Reporting and tracking incidents in Salesforce and JIRA
- Improving efficiencies by documenting known issues and adding them to our knowledge base
- Ability to hold client meetings to troubleshoot issues in some instances.
- Manage and drive competing requests across simultaneous client engagements
- Provide clear and constructive product feedback to product management based on customer requirements
NICE TO HAVES:
- Knowledge of JDE or EBS ERP systems
- Hubble experience
- Understanding of Linux OS and command line
- Keen in diagnosing and analyzing the root cause of the issue reported.
- Intermediate Network troubleshooting skills.
EDUCATION and/or EXPERIENCE
- 5 to 8 years of relevant work experience preferred
- Bachelor’s degree in computer science, Accounting, Data Management or other relevant field of study preferred
- Excellent written, verbal, and presentation skills appropriate to both technical and management clients, including effective interaction with senior executive to C-level personnel
- Strong organizational skills with an ability to manage competing client demands, multiple priorities, commitments and projects.
- Strong analytical skills regarding technical and project management issues
- Ability to troubleshoot technical issues to determine an appropriate path to resolution.
Personal Requirements:
- Excellent verbal 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
- Detailed oriented
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)
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.
