Software Support Specialist II - Insight

Who are we?

M3 is a Top 150 Workplaces winner named by the Atlanta Journal Constitution! Employee-owned, family-oriented, and a great place to grow your career. Our company-wide personal commitment to both clients and employees is simple: do the right thing and invest in long-term relationships. Together, we work to provide the highest standard of financial services and technology to deliver on our mission to drive hospitality company success. M3 helps make hospitality companies successful through technology that drives financial performance. Our software is the hotel accounting software used and trusted by the biggest names in the hospitality industry. We are looking for talented professionals to join our team!

We're located in beautiful, new buildings with Headquarters in Gwinnett County, GA just off I-85 and complete with an employee gym, bright, open work spaces and games in the break room. 

Compensation and Benefits: 

M3 offers a strong benefits package including 75% employer paid medical, dental and vision for the employee and family; life, long and term disability, and Long Term Care insurance that the company provides free of charge; 401k with a 6% match; three weeks paid time off; discretionary profit sharing; a great culture, competitive salary.  We are a certified Drug Free Workplace and Equal Opportunity Employer. 

Description Summary: The Software Support Specialist II’s primary objective is to help resolve customer issues with the M3 Insight product and ensure that each customer is 100% satisfied with the service and support.    

 Essential Duties:

The duties listed below are the essential functions of this position, and they may change as the needs of the company demand. All associates are expected to do what is necessary to get the work done and to cooperate fully with their supervisor’s requests for additional or altered duties. 

• Prioritize & Categorize support cases that are received from each customer case in queue.
• Responsible for responding, triaging, and identifying root causes to help resolve issues reported from support calls and emails for M3 Insight customers.
• Performing initial troubleshooting of issues from customers by reviewing the customer’s dashboards and formulas, budgets, and forecasts, as well as Accounting Core Daily Report and Financial Report layouts.
• Responsible for extensive technical troubleshooting, identifying root causes, and providing workarounds to help resolve issues by reviewing data in SQL and log files.
• Gathering information, thoroughly document defects with steps to reproduce, and coordinate with development team to resolve reported issues.
• Inform customers of support case status, progress, and estimated completion time throughout the support case process until each support case is completed.
• Proactively monitor production environments and report issues to development.
• Perform smoke testing for product releases as required.
• Available for weekend on-call rotation for escalation support issues.
• Other duties as assigned. 

Education/Training/Experience:

• 3-5 years of experience in a directly related position.
• Completion of a Bachelors Degree is required. Strong preference for the completion of a major in IT, MIS or Computer Science , Hospitality Management , or an equivalent combination of education and experience.
• Demonstrates strong customer service, servant leadership approach to solving customer issues, and persistence in delivering excellence in service.
• Must be able to troubleshoot data issues using SQL.
• Must have experience using logging applications such as Splunk, Kibana, or App Insights.
• Must have strong written and verbal skills in English and ability to communicate effectively.
• Must be able to build and maintain positive business relationships with co-workers and other business contacts.
• Must have knowledge of a variety of computer software applications especially in MS Office.

Physical Requirements:

• Ability to sit and/or stand for extended periods.
• Ability to perform work on a computer for extended periods.
• Ability to work in the office regularly, or pivot to working at home should emergency situations arise.
• Ability to travel 25% of the time representing the company’s interests required.
• Ability to attend work per assigned schedule and attend meetings with excellent attendance and punctuality.
• Ability to bend and lift up to 25 lbs.