Senior Technical Support Specialist with FP&A & SQL Experience

Job Description

Location: Hyderabad

Shift Timings: Rotational shift (24*5) 

Responsibilities: 

• Provide resolutions and workaround advice for customer queries 

• Secure and coordinate additional resources for resolutions 

• Respond positively to all customer queries 

• Reproduce and diagnose reported problems, passing errors to the development team 

• Assist Development and Product Verification with escalated issues 

• Track support calls to closure and justify actions taken 

• Contribute to team learning 

• Work with users, administrators, developers, testers, consultants, and sales teams 

• Deliver first-class customer service to external and internal users 

• Ensure service levels are met for each incident 

• Determine the urgency and potential effects of user issues 

  Responsibilities: 

• Provide resolutions and workaround advice for customer queries 

• Secure and coordinate additional resources for resolutions 

• Respond positively to all customer queries 

• Reproduce and diagnose reported problems, passing errors to the development team 

• Assist Development and Product Verification with escalated issues 

• Track support calls to closure and justify actions taken 

• Contribute to team learning 

• Work with users, administrators, developers, testers, consultants, and sales teams 

• Deliver first-class customer service to external and internal users 

• Ensure service levels are met for each incident 

• Determine the urgency and potential effects of user issues 

Qualifications

Must-Have Skills: 

• 5 to 9 years of experience in a customer-facing environment 

• Proficiency with relational databases 

• Advanced Excel skills, including expertise in formulas and functions for data analysis 

• Competency in writing SQL/Oracle queries at an intermediate level 

• Basic understanding of DB2, SQL Server, and Oracle 

• Practical experience with Jenkins and Datadog 

• Strong communication skills for interacting with technical and non-technical individuals 

• At least 5+ years in application or product support 

• Flexibility to work in rotational shifts (EST and CST) 

• Excellent oral and written English communication skills 

• Strong analytical and problem-solving skills 

• Willingness to own and resolve problems 

• Ability to balance customer empathy with product support constraints 

• Involvement in on-call and/or shift work as necessary 

• Willingness to work night shifts 
  

Nice-to-Have Skills: 

• General familiarity with accounting principles or processes 

• Knowledge of Salesforce and Jira applications 

• Familiarity with ERPs like NetSuite, Oracle, SAP 

• Experience working with cross-functional teams as a client advocate 

• Desire to improve technical and problem resolution skills 

• Ability to work under pressure and as part of a team 

• Ability to see the bigger picture 

• Objectivity in customer dealings 

• Positive attitude towards solving customer problems 

• Ability to prioritize tasks and complete them timely 

• Passion for customer success and technology 

• Attention to detail 

  
  

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. **

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