Responsibilities
Manage large amounts of incoming emails regarding software supportInteract with customers, partners, and internal teams to provide advice and assistance and achieve customer satisfactionLogically deduce root cause and find workarounds and solutions to issuesIdentify, analyze, and document product bugs and fixes relating to the Product functionality, databases, application servers, and new technologies for product management and engineering teamsComplete or assist with customer product installs as neededMeet personal Productivity, Efficiency, and Quality metricsPrioritize and resolve issues of the highest technical and business severityHandle customer complaints and provide appropriate solutions and alternatives within time limits; follow up to ensure resolution including identifying workarounds and communicating those to customersKeep accurate records of customer interactions by documenting them in SalesforceCommunicate with Product Management and Development Teams in JIRA
Qualifications/ Requirements
Technical Requirements:
- Provide technical support for enterprise software products, including troubleshooting complex issues.
- Diagnose and resolve issues related to application performance, integrations, database connectivity, authentication systems, and deployment configurations
- Perform root cause analysis on critical production issues and document findings comprehensively
- Reproduce customer issues in controlled environments and create detailed bug reports for development teams
- Ensure that service levels are met for each assigned incident.
- Conduct remote troubleshooting sessions and guide customers through resolution steps
- Provide proactive updates on case status and maintain SLA
- Create and maintain technical documentation, knowledge base articles, and troubleshooting guides
- Mentor and train junior support engineers, sharing best practices and technical expertise
Qualifications
- Should be a minimum Graduate
- 6+ years of experience in a customer-facing environment
- Experience with Oracle ERP systems
- Strong SQL and PLSQL knowledge including query optimization and troubleshooting the code.
- Understanding on .NET Framework, ASP.NET applications
- Experience with enterprise reporting analytics tools (like PowerBI, OBIEE) and Replication service.
- Understanding of authentication protocols and identity management (Azure AD, SAML)
- Familiarity with web technologies REST APIs and web services
- Knowledge on networking concepts, SSL/TLS protocols
- Ability to read and understand application logs, error messages, and stack traces
- Understanding of Oracle E-Business systems, OCA, OAC, Oracle database.
- Knowledge on SaaS/Cloud environment
Soft Skills
- Excellent written and verbal communication skills
- Strong analytical and problem-solving abilities
- Customer-focused mindset with commitment to delivering exceptional service Ability to manage multiple priorities and work effectively under pressure
- Provide structured feedback from customer interactions to inform product development
- Self-motivated with ability to work independently and as part of a team
- Strong organizational skills and ability to document processes thoroughly
- Flexibility to work across different time zones when needed for customer support
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
. **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.
