Technical Support Engineer - Equity Management

Job Description

insightsoftware’s Equity Management platforms have redefined the way companies manage and report on equity compensation and revolutionized the way financial disclosures are done. Our software provides controlled access to real time data for use by Brokers, Transfer Agents, Employees, Auditors, Corporate Tax, Accounting, Treasury, Finance, Payroll, Legal and HR colleagues. As a

• Act as subject matter expert on equity compensation related questions and issues brought to us by our customers (equity compensation industry training will be provided, but prior experience in this field is ideal)
• Respond to direct customer call, chat or email inquiries
• Prioritize and manage customer cases via Salesforce case tracking system
• Resolve customer technical issues promptly in compliance with our SSAE16
• Identify, analyze, and document product defects or data issues to engineering and product management
• Work and collaborate with peers in an effort to devise solutions and resolve cases
• Document knowledgebase solutions for internal and possible external use
• Report unresolved issues to Supervisor in a timely manner
• Interact with customers, partners, and software developers to provide advice and assistance and achieve customer satisfaction
• Meet personal Productivity, Efficiency, and Quality metrics
• Prioritize and resolve issues of the highest technical and business severity
• Handle customer complaints and provide appropriate solutions and alternatives within time limits; follow up to ensure resolution including identifying workarounds and communicating those to customers

Qualifications

• Bachelor’s degree in related discipline: Mathematics, Engineering, Computer Science, Accounting, or Management Information SystemspreferredProblem Solving–Possessstrong problem-solving, decision-making, and critical-thinking skills
• Teamwork–Communicate effectively and operate in a team environment
• Customer Orientation– Dedication to providing a high level of customer service, exceptional phone and conversation management skills
• Empathy– Understand the impact of customer issues
• Attention to Detail–Work carefully and quickly to resolve issues with little room for error
• Flexibility – Operate in a fast-paced environment
• Strong work ethic and time management expertise
• Excellent written and verbal communication with attention to detail
• Knowledge of finance and accounting principles is helpful
• Strong desire to learn and produce innovative solutions
• Proficient with MS Office applications

Additional Information

All your information will be kept confidential according to EEO guidelines.