Full-Time Technical Support Engineer

Shift Timings: Rotational Shift

Job Description:

As a Senior Technical Support Engineer at insightsoftware, you are the first line of techno-functional support for our growing customer base and users of our fintech software. You will be responsible for providing advanced technical support 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 Senior Technical Support Engineer position at our company.

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.com
• Maintain a working knowledge of company products and technologies

How will you do it?

• Problem Solving – Possess strong critical thinking and problem-solving capabilities
• Teamwork – 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 / Requirements*

Must Have Qualifications

• Fluent English speaker
• 5+ years of experience in a technical support role within the Finance/ IT function of an organization
• Strong Knowledge of IT processes, will have integral knowledge of IT platforms, systems, methodologies used in the sector
• Understanding of multi-dimensional data, financial reporting, planning, and tax management processes.
• Techno-functional expertise with Tax technology and financial reporting & planning products
• Understanding of SQL or other database concepts
• 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

 Nice to Have Qualifications

• Working experience of insightsoftware’s Longview ® product·       
• Understand of the business context of Tax Provision, Transfer Pricing, and/or Financial Consolidation activities.
• Understanding of ERP, GL, and Tax accounting concepts·       
• Prior experience in a technical support role within a Windows environment·       
• Experience using Salesforce: The Customer Company and Teams