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

** 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.