Technical Support Specialist
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Job Description
Technical Support Specialist for insightsoftware resolving client queries in a fast-paced environment. Involves case management and cross-team coordination to ensure timely resolutions.
Responsibilities:
- Efficiently handle case assignment and dispatch tasks to ensure a smooth and uninterrupted workflow.
- Rapidly learn product features and develop a thorough understanding of related processes to perform tasks effectively and confidently.
- Independently resolve customer queries, delivering accurate and timely solutions with minimal escalation.
- Schedule and conduct calls with clients to discuss case details, provide updates, and ensure a high level of service satisfaction.
- Identify cases requiring escalation to Engineering or Accounting teams, and communicate detailed, accurate information to facilitate swift resolution.
- Ensure consistent and timely follow-ups with clients, keeping them informed and engaged throughout the resolution process.
- Maintain regular follow-ups with the Engineering team to track case progress and drive timely closures.
- Proactively stay updated on all product enhancements and process changes to provide accurate and relevant support at all times.
Requirements:
- MBA in Finance or Accounts (preferred)
- Strong written and verbal skills; ability to interpret client queries and communicate clearly via email and calls
- Basic technical aptitude with proficiency in relevant software, tools, and data analysis
- Skilled in report validation using formulas and pivot tables
- Ability to organize and prioritize tasks effectively to consistently meet deadlines
- Quick to adjust to new technologies, processes, and evolving work environments
- Analytical mindset with the ability to identify, assess, and implement practical solutions
- Collaborative approach with the ability to work cross-functionally toward shared goals
- Flexible to work in rotational shifts as part of a 24×7 support model.
Benefits:
- Background checks are required for employment with insightsoftware, where permitted by country, state/province.
- All your information will be kept confidential according to EEO guidelines.
- We are proud to be an equal opportunity workplace.
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