• Technical Support Analyst

    Insight Global (Cary, NC)


    Job Description

    This position is responsible for providing level 2 support for both internal and external customers. The person in this role will work closely with our IT and Engineering teams to resolve support issues that are reported, manage cases through our CRM, and help with the prioritization of release candidates. They will also work with our functional teams to trouble shoot, document, and resolve client issues in a timely manner.

     

    • Work as a member of the Product Support team and participate in team/company projects.

    • Respond to daily issues/requests that come to support team via email, phone, chat, etc

    • Develop support documentation and troubleshooting procedures to help support teams as well as end users

    • Case management/prioritization

    • Create and implement new processes to improve efficiency and customer satisfaction.

    • Process monitoring, which includes overnight/weekend monitoring on rotation basis.

    • Troubleshooting daily data files received

     

    We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

    Skills and Requirements

    • Extensive experience with SQL scripting and stored procedures

    • Working knowledge of HTML and JavaScript

    • Experience with CRM applications, for example ServiceNow, NetSuite, etc

    • Experience with SQL DBA functions

    • Experience with Jira

    • Experience with Linux environment/commands

    • Basic networking concepts.

    • Experience supporting SAAS applications, preferably in the financial industry

    • Experience supporting API services