Senior Technical Support Specialist with FP&A & SQL Experience

Job Description

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