Senior Technical Support Engineer

Full Job Description
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 Magnitude 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

Technical Requirements:

5 to + years of experience working in a customer-facing environment.
Good Knowledge of SQL and understanding Oracle database.
Understanding of Oracle E-Business systems.
Personal Requirements:

Excellent Oral 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
Attention to detail

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)