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    Corporate Support Specialist - Vancouver, BC, Canada - insightsoftware

    insightsoftware
    insightsoftware Vancouver, BC, Canada

    2 weeks ago

    Default job background
    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. 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.

    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 documentation within support cases using the case tracking system
    Provide data analysis, report writing, file management, database auditing, and technical support
    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
    Prioritize, communicate, and manage customer cases via Salesforce case tracking system
    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
    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
    Learn more about our high-energy, high-performance global team.


    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.

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