Senior Technical Support Engineer (Longview)
Company Description
insightsoftware is a global provider of comprehensive solutions for the Office of the CFO. We believe an actionable business strategy begins and ends with accessible financial data. With solutions across financial planning and analysis (FP&A), accounting, and operations, we transform how teams operate, empowering leaders to make timely and informed decisions. With data at the heart of everything we do, insightsoftware enables automated processes, delivers trusted insights, boosts predictability, and increases productivity. Learn more at insightsoftware.com
Job Description
As a Technical Support Engineer at insightsoftware, you are the first line of support for our growing customer base and users of our software. You will be responsible for providing a superior level of support for our customers, working to troubleshoot, document, and resolve technical issues and partnering cross-functionally with our client services and development teams to ensure quality service. If you are driven, results-oriented, love solving problems, customer-focused, and are passionate about technology, then you are a fit for the Technical Support Engineer position at our company.
What will you do?
- Provide technical solutions and guidance throughout the support cycle for both the external and internal teams and customers
- Analyze and explain data and process flow within a CPM and Tax Provision software
- Troubleshoot and resolve data and basic technical related issues
- Devise client workarounds/temporary solutions as necessary
- Provide information to customers regarding product operation, maintenance and repair by answering questions and requests
- Lead conference calls with customers to better understand issues and business cases at hand
- Transfer Longview knowledge to the customer as required
- Provide structured information, as well as logs from troubleshooting to engineering teams
- Assist in the identification and definition of new product opportunities and enhancements
- Rotational on call for afterhours critical issues
- Other tasks as assigned
Qualifications
- A minimum of 2 years' experience and demonstrated ability in customer service role
- Experience with the Longview Tax product is essential
- 3+ years in corporate accounting and/or tax related areas for large corporate entities
- Excellent verbal and written communication skills, ability to proofread and edit documents
- Consistently follow department policies and procedures when working independently and with cross-functional teams
- Strong attention to detail with the ability to retain knowledge of operating systems, procedures, products, compliance and customer information while managing multiple tasks and maintaining high accuracy standards
- Strong problem analysis, problem solving, and decision-making ability under pressure
- Excellent research ability to offer solutions while adhering to policy guidelines
- Display strong ability to manage projects and assume quality control
- Ability to handle multiple tasks simultaneously
- Able to work well under pressure and time constraints
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. **
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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As a Senior Technical Support Engineer at insightsoftware in Raleigh, you will be at the forefront of delivering stellar support for our extensive lineup of financial software solutions. You will become the go-to person for our customers, ensuring they receive the top-notch assistance they need while using our Longview Tax product and other offerings. Your role will involve troubleshooting various technical issues and determining the best course of action to resolve them quickly. With your deep understanding of corporate accounting and tax processes, you'll lead calls with customers, helping them understand their challenges and offering viable solutions to ensure their needs are met. You'll also collaborate with our client services and development teams, providing them with critical insights gained from direct customer interactions, which can drive future product improvements. If you’re a proactive problem-solver with a knack for technology and a passion for helping people, this could be your perfect match. You’ll get to utilize your analytical skills to interpret data and assist with process flows, all while managing multiple tasks in a fast-paced environment. At insightsoftware, we encourage a culture of continuous learning and provide a supportive environment where your contributions are valued. Join us in transforming how companies manage their financial data and be a critical part of our mission to empower leaders with actionable insights.
We empower organizations with the financial confidence to achieve greatness.
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