Senior Technical Support Specialist

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

Location: Hyderabad

Shift Timings: Rotational shift (24*5) 

Responsibilities: 

• Provide resolutions and workaround advice for customer queries 

• Secure and coordinate additional resources for resolutions 

• Respond positively to all customer queries 

• Reproduce and diagnose reported problems, passing errors to the development team 

• Assist Development and Product Verification with escalated issues 

• Track support calls to closure and justify actions taken 

• Contribute to team learning 

• Work with users, administrators, developers, testers, consultants, and sales teams 

• Deliver first-class customer service to external and internal users 

• Ensure service levels are met for each incident 

• Determine the urgency and potential effects of user issues 

  Responsibilities: 

• Provide resolutions and workaround advice for customer queries 

• Secure and coordinate additional resources for resolutions 

• Respond positively to all customer queries 

• Reproduce and diagnose reported problems, passing errors to the development team 

• Assist Development and Product Verification with escalated issues 

• Track support calls to closure and justify actions taken 

• Contribute to team learning 

• Work with users, administrators, developers, testers, consultants, and sales teams 

• Deliver first-class customer service to external and internal users 

• Ensure service levels are met for each incident 

• Determine the urgency and potential effects of user issues 

Qualifications

Must-Have Skills: 

• 5 to 9 years of experience in a customer-facing environment 

• Proficiency with relational databases 

• Advanced Excel skills, including expertise in formulas and functions for data analysis 

• Competency in writing SQL/Oracle queries at an intermediate level 

• Basic understanding of DB2, SQL Server, and Oracle 

• Practical experience with Jenkins and Datadog 

• Strong communication skills for interacting with technical and non-technical individuals 

• At least 5+ years in application or product support 

• Flexibility to work in rotational shifts (EST and CST) 

• Excellent oral and written English communication skills 

• Strong analytical and problem-solving skills 

• Willingness to own and resolve problems 

• Ability to balance customer empathy with product support constraints 

• Involvement in on-call and/or shift work as necessary 

• Willingness to work night shifts 
  

Nice-to-Have Skills: 

• General familiarity with accounting principles or processes 

• Knowledge of Salesforce and Jira applications 

• Familiarity with ERPs like NetSuite, Oracle, SAP 

• Experience working with cross-functional teams as a client advocate 

• Desire to improve technical and problem resolution skills 

• Ability to work under pressure and as part of a team 

• Ability to see the bigger picture 

• Objectivity in customer dealings 

• Positive attitude towards solving customer problems 

• Ability to prioritize tasks and complete them timely 

• 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)

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.