Senior Technical Support Specialist with FP&A & SQL Experience

• 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