Job Description

Company Description
Insightsoftware is a growing, dynamic computer 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 Associate Support Analyst 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 concerns 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 Jet Reports software knowledge articles

Qualifications

• Bachelor’s degree in related discipline: Engineering, Computer Science, or Management Information Systems preferred
• Strong problem-solving, decision-making, and critical-thinking skills
• Experience working with ERP databases is a good to have skill
• Experience with software and/or database languages
• Prior experience in a technical support role within a Windows environment and network troubleshooting
• Experience using Salesforce

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. ** insightsoftware About Us: Hear From Our Team - InsightSoftware (wistia.com)