Technical Support Specialist

About Us

insightsoftware is a global provider of reporting, analytics, and performance management solutions that unlock the potential of business data and transform the way finance and data teams operate. We empower leaders from over 32,000 organizations to make timely and intelligent decisions. Our comprehensive solutions span Financial Planning and Analysis (FP&A), Controllership, and Data and Analytics. We deliver finance teams the insights required to navigate any economic climate and drive greater financial intelligence, while increasing productivity, visibility, accuracy, and compliance. Learn more at insightsoftware.com.

Job Description

We are looking for a proactive and detail-oriented Technical Support Specialist to join our team. This role is ideal for someone with a finance or accounts background who thrives in a fast-paced environment, enjoys problem-solving, and is passionate about delivering exceptional client experiences. The role involves managing dispatch activities, resolving customer queries, and coordinating across teams to ensure timely case resolution in a 24×7 support environment.

Roles & Responsibilities

Dispatch Management: Efficiently handle case assignment and dispatch tasks to ensure a smooth and uninterrupted workflow.

Product & Process Mastery: Rapidly learn product features and develop a thorough understanding of related processes to perform tasks effectively and confidently.

Customer Query Resolution: Independently resolve customer queries, delivering accurate and timely solutions with minimal escalation.

Client Communication: Schedule and conduct calls with clients to discuss case details, provide updates, and ensure a high level of service satisfaction.

Case Escalation: Identify cases requiring escalation to Engineering or Accounting teams, and communicate detailed, accurate information to facilitate swift resolution.

Client Follow-ups: Ensure consistent and timely follow-ups with clients, keeping them informed and engaged throughout the resolution process.

Internal Coordination: Maintain regular follow-ups with the Engineering team to track case progress and drive timely closures.

Stay Current: Proactively stay updated on all product enhancements and process changes to provide accurate and relevant support at all times.

Desired Qualifications & Skills

Attribute Details

Education MBA in Finance or Accounts (preferred)

Communication Strong written and verbal skills; ability to interpret client queries and communicate clearly via email and calls

Technical Skills Basic technical aptitude with proficiency in relevant software, tools, and data analysis

Excel Proficiency Skilled in report validation using formulas and pivot tables

Time Management Ability to organize and prioritize tasks effectively to consistently meet deadlines

Adaptability Quick to adjust to new technologies, processes, and evolving work environments

Problem-Solving Analytical mindset with the ability to identify, assess, and implement practical solutions

Teamwork Collaborative approach with the ability to work cross-functionally toward shared goals

Availability Flexible to work in rotational shifts as part of a 24×7 support model

What We're Looking For

The ideal candidate is someone who takes ownership of their work, communicates with clarity and confidence, and brings a structured, analytical approach to problem-solving. Experience in a client-facing or support role within a finance/accounting domain will be a strong advantage.

Additional Information

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

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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.