Insightsoftware Raleigh , NC 27611
Posted 2 weeks ago
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 insightsoftware.com.
Job Description
The Primary Support Specialist is critical to the long-term satisfaction and retention of corporate and broker clients. In this role you will serve as a primary and dedicated point of contact for a key corporate client on day-to-day questions and support-related issues including data interfaces, file feeds, automated processes, and reporting needs. You will be responsible for reporting product defects on behalf of the customer and insightsoftware support and services teams and act as a subject matter expert for our engineers and work collaboratively across teams to prioritize features for inclusion in future product updates.
Primary Responsibilities
Maintain contemporary product knowledge to improve resolution of support cases generated by the client
Identify support trends across all support cases
Involve cross-functional teams required to resolve open support cases
Provide client feedback related to all cases and to assist in the resolution for open cases
Track and coordinate the resolution of defects, bugs, and issues
Provide documentation within support cases using the case tracking system
Provide data analysis, report writing, file management, database auditing, and technical support
Monitor daily file feeds for timeliness and accuracy and assist client in troubleshooting any issues
Learn the various ways our software meets the accounting, legal, tax and other regulatory requirements of our customers and assist them in the use of and proper set up of those features
Test, Document, and escalate unresolved customer cases that may be product defects or data issues to engineering and product management
Work closely with product and services teams on prioritizing for each sprint releases
Assist in responding to direct customer inquiries during peak volume and serve as a point of escalation for the customer
Prioritize, communicate, and manage customer cases via Salesforce case tracking system
Document knowledgebase solutions for internal and possible external use
Qualifications
Proficiency and experience with SQL, FTP, data management, file interfaces
Familiarity with relational databases, including data analysis, report writing, auditing, and updating data via SQL scripting
Advanced Excel skills, including formulas and functions for data analysis is strongly desired
Exposure to, or experience with, agile methodologies and environments preferred but not required
Salesforce and Jira application knowledge a plus
Strong work ethic and time management expertise
Demonstrated success working in highly collaborative, team-centric environments
Well-developed problem-solving skills
Excellent written, phone, and conversation management skills needed to interact with external clients and internal stakeholders
Bachelor's degree or equivalent experience in Mathematics, Engineering, Computer Science, Accounting, or Management Information Systems preferred but not required
Preference will be given to candidates with the following specific skills/experience:
Understanding of or experience with US based executive compensation, stock plan, and ESPP industries, including but not limited to software support, administrative support, consulting, or professional services
Knowledge of finance and accounting principles, specifically ASC 718 (Accounting for Stock Based Compensation) as published by the Financial Accounting Standards Board (FASB)
Certified Equity Professional designation
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 stated work location.
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.
Learn more about our high-energy, high-performance global team. Work With Us "
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.
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