Product Support Specialist

hace 5 días

Madrid, Madrid, España Board A tiempo completo

Job Summary

Board is seeking a highly analytical and self-motivated Product Support Specialist to join our Support Team. As a key member of our team, you will work closely with our customers and business partners to enable their success using the Board Platform.

Key Responsibilities

  • Investigate complex technical issues raised by Board users while using mission-critical solutions.
  • Work on open product-related cases, focusing on root cause analysis and troubleshooting.
  • Communicate with customers and stakeholders on a daily basis to provide updates on investigation and resolution progress.
  • Research and document issues as Knowledge Base articles to improve customer support.
  • Collaborate with different Board teams 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.
  • Excellent written and verbal communication skills.
  • Very good German and English knowledge, excellent Spanish knowledge.

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