Primary Support Specialist
6 days ago
**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
- 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
- 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**
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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