Senior Technical Support Specialist with FP&A

4 weeks ago

Hyderabad, Telangana, India Insightsoftware Full time
Job Description

- 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

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