Product Support Specialist

hace 2 semanas

Madrid, Madrid, España Board Deutschland Gmbh A tiempo completo
Product Support Specialist

We are seeking a highly analytical and self-motivated Product Support Specialist to join our Support Team at Board Deutschland Gmbh.

About the Role

As a Product Support Specialist, you will work closely with our customers and business partners to enable their success using the Board Platform. You will acquire deep and extensive platform knowledge to become a Board platform ambassador and primary technical point of contact, both internally and externally.

Key Responsibilities
  • Investigate complex incidents happening to our customers, requiring a deep knowledge of the Board platform to carry out troubleshooting and resolution activities.
  • Communicate with customers via email, calls, and ticketing platform on a daily basis, working hours EST, with an initial enablement period of 1-2 months CET.
  • Regularly communicate progresses and statuses of investigations and fixes to several stakeholders.
  • Research and document issues as Knowledge Base articles.
  • Attend and support implementation projects onsite when required.
  • Collaborate with different Board teams, such as Software Development, Professional Services, Pre-Sales and Sales Consultants to resolve highly complex technical issues related to solution deployment.
  • Meet Board's Premium Support obligations to customers and ensure adherence thereto.
Requirements
  • Bachelor's/Master's degree in Management Information Systems (MIS), Computer Science, Mathematics, or any relevant field.
  • First experience with SaaS and Enterprise Performance Management (EPM) software (preferred).
  • First experience working in a customer support role using a case management platform.
  • Experience with Client/Server Operating Systems and Cloud solutions.
  • Knowledge of Network Management advantageous.
  • Familiarity with SQL and ODBC data source connections will be a plus.
  • Quick learner with the ability to understand and learn complex systems communicating with different stakeholders.
  • Ability to work against tight deadlines within an exciting environment.
  • Strong skills and passion in critical thinking, decision making, problem solving, and attention to detail.
  • Excellent written and verbal communication skills.
  • Very good English knowledge, excellent Spanish knowledge.
About Board Deutschland Gmbh

Board International is an equal opportunity employer and is committed to a diverse and inclusive workforce.

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