Equity Management Support Specialist

Job Description
The Primary Support Specialist is critical to the long-term satisfaction and retention of corporate and broker clients.  In this role you will serve as a primary and dedicated point of contact for a key corporate client on day-to-day questions and support-related issues including data interfaces, file feeds, automated processes, and reporting needs.  You will be responsible for reporting product defects on behalf of the customer and insightsoftware support and services teams and act as a subject matter expert for our engineers and work collaboratively across teams to prioritize features for inclusion in future product updates. 
Primary Responsibilities
Maintain contemporary product knowledge to improve resolution of support cases generated by the client
Identify support trends across all support cases
Involve cross-functional teams required to resolve open support cases
Provide client feedback related to all cases and to assist in the resolution for open cases
Track and coordinate the resolution of defects, bugs, and issues
Provide documentation within support cases using the case tracking system
Provide data analysis, report writing, file management, database auditing, and technical support
Monitor daily file feeds for timeliness and accuracy and assist client in troubleshooting any issues
Learn the various ways our software meets the accounting, legal, tax and other regulatory requirements of our customers and assist them in the use of and proper set up of those features
Test, Document, and escalate unresolved customer cases that may be product defects or data issues to engineering and product management
Work closely with product and services teams on prioritizing for each sprint releases
Assist in responding to direct customer inquiries during peak volume and serve as a point of escalation for the customer
Prioritize, communicate, and manage customer cases via Salesforce case tracking system               
Document knowledgebase solutions for internal and possible external use