Senior Technical Support Engineer

2 weeks ago

Hyderabad, Telangana, India insightsoftware Full time
Senior Technical Support Engineer -MDX

Full-time

Company Description

insightsoftware

is a leading provider of reporting, analytics, and performance management solutions.

Over 30,000 organizations worldwide rely on us to support business needs in the areas of accounting, finance, operations, supply chain, tax, budgeting, planning, HR, and disclosure management.

We enable the Office of the CFO to connect to and make sense of their data in real time so they can proactively drive greater financial intelligence across their organization.

Our best-in-class solutions provide customers with increased productivity, visibility, accuracy, and compliance. Learn more at

Job Description

Working Timings :
Shift Timings : (4:30 AM to 1:30 PM IST)

Work from office - Hyderabad locationMandatory Skills :
Application Support/Software Support/Product SupportWindows based ApplicationIISMDXSSASIAASWHAT WILL YOU DO?
  • Manage large amounts of incoming calls, emails, and chats regarding financial 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 financial reporting, databases, application servers, and new technologies for product management and engineering teams
  • Complete or assist with customer product installs as needed
  • Meet personal and team call handling quotas
  • 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: The Customer Company
  • Maintain a working knowledge of all company products and technologiesHOW WILL YOU DO IT?Problem Solving – Possess strong critical thinking and problem-solving capabilities
  • Team Work – Communicate effectively and operate in a team environment
  • Customer Orientation – Dedicated to providing a high level of customer service
  • Empathy – Understand the impact of customer issues
  • Attention to Detail – Work carefully and quickly to resolve issues with little room for errorCOMPETENCIESTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
  • Fluent English Speaker
  • Bachelor's degree in related discipline, Finance and Management Information System, Business Analyst combined with technical courses
  • Strong Excel skills
  • Strong problem-solving, decision-making, and critical-thinking skills
  • Professional, courteous, and committed to providing amazing customer support
  • Open-minded, positive, and keen to learn
  • Great attitude, team player
  • Willing to work flexible hours
  • Strong Troubleshooting Skills
Qualifications

EDUCATION and/or EXPERIENCEMinimum of 5 years' experience in implementing/supporting Business Intelligence, Reporting, or Budgeting systems associated with ERP Systems.
Bachelor's Degree in Finance or Accounting, Computer Science, Information Technology, or related discipline, or equivalent working experience.
Proficiency in business software and Microsoft Office Suite, including Excel, Word, and PowerPoint.

Experience in technical or commercial management of software support services, software development, or customer care around IT/Application services is highly desirable.

Proven track record of solving business problems using Excel, databases, and OLAP tools.

Strong experience with Microsoft SQL Server and T-SQL.Proficiency in SQL Server Management Studio and SQL Server Analysis Services (Cubes, Views, and Dimensions).Familiarity with Azure Platform services relevant to hosting OLAP solutions.

Previous exposure to Reporting, Budgeting, and Planning Solutions would be advantageous.

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

. **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.

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