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Product Support Specialist
hace 2 meses
Product Support Specialist (L3) - Technical Ambassador
Are you a technology enthusiast with a passion for problem-solving and communication? Do you want to develop your skills with a cutting-edge Business Intelligence and Corporate Performance Management platform? Board International is seeking a highly analytical and self-motivated Product Support Specialist (L3) to join our Support Team.
As a Product Support Specialist, you will acquire in-depth knowledge of the Board platform to become a technical ambassador and primary point of contact for our customers and business partners. You will deliver value to our customers by maintaining a high level of technical skills and proactivity in problem-solving.
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 progress and status updates.
- Research and document issues as Knowledge Base articles to enhance the platform's documentation.
- Collaborate with different Board teams, such as Software Development, Professional Services, 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.
- 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 details.
- Excellent written and verbal communication skills.
