Company Description
insightsoftware is a global provider of comprehensive solutions for the Office of the CFO. We believe an actionable business strategy begins and ends with accessible financial data. With solutions across financial planning and analysis (FP&A), accounting, and operations, we transform how teams operate, empowering leaders to make timely and informed decisions. With data at the heart of everything we do, insightsoftware enables automated processes, delivers trusted insights, boosts predictability, and increases productivity. Learn more at insightsoftware.com
Job Description
Working Timings:
Ready to work as per eastern shift timings, (5:30 PM to 2:30 AM IST)
Work from office - Hyderabad location.(Hybrid)
Responsibilities
Manage large amounts of incoming emails regarding software support
Interact with customers, partners, and internal teams to provide advice and assistance and achieve customer satisfaction.
Logically deduce root cause and find workarounds and solutions to issues
Identify, analyze, and document product bugs and fixes relating to the Product functionality, 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 complaints 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
Communicate with Product Management and Development Teams in JIRA
Qualifications/ Requirements
Technical Requirements:
Previous technical support /Product Support experience.
High proficiency in Microsoft Word, Excel, and PowerPoint
Candidate should have skills/knowledge on SQL (ex: MS SQL Server, MySQL, Postgre SQL),
General experience in **Data Analytics** (e.g., Data Visualization, BI tools, Data Cubes)
Ability to understand and troubleshoot complex systems
Ability to extract meaningful information from Customer communications to understand customer intent and identify the customer’s technical issue.
Basic Networking knowledge (TCP/IP, DNS, SSL etc.)
Understanding of Windows client and server environments
Nice to have:
Previous experience working with Salesforce.
Previous experience working with JIRA.
Basic technical SQL knowledge.
Basic Oracle and/or SAP knowledge.
Experience with software installations, network operations, and software support
Knowledge of SQL Server (i.e. able to do admin tasks such as backup/restore, understanding SQL/triggers/stored procedures etc.).
Understanding and experience with Microsoft IIS.
Understanding and experience with SQL Server Analysis Services
Windows general troubleshooting – understanding Event Viewer logs, Windows Installer errors and logs, using the Registry Editor etc.
Communication skills:
Ability to communicate correctly and clearly with both internal team members and external customers.
Native or equivalent English proficiency
Excellent written communication skills.
Valued Traits:
Highly motivated and driven to perform at the highest level.
Natural curiosity and willingness to learn and understand issues
Shows pride in producing quality deliverables.
Always being punctual and professional internally and with customers.
Qualifications
Education Requirements:
· Bachelor’s Degree (CSE, IT) or MCA
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.
