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Product Support Specialist
hace 2 meses
We are seeking a highly analytical and self-motivated Product Support Specialist to join our Support Team at Board. As a Product Support Specialist, you will be responsible for delivering exceptional technical support to our customers and business partners, ensuring their success with the Board Platform.
Key Responsibilities- Investigate and Resolve Complex Issues: Investigate and resolve complex technical issues reported by customers, requiring a deep understanding of the Board Platform.
- Collaborate with Cross-Functional Teams: Collaborate with Software Development, Professional Services, Pre-Sales, and Sales Consultants to resolve highly complex technical issues related to solution deployment.
- Communicate Progress and Status: Regularly communicate progress and status of investigations and fixes to stakeholders.
- Document Knowledge Base Articles: Research and document issues as Knowledge Base articles to improve customer support and reduce resolution times.
- Support Implementation Projects: Attend and support implementation projects onsite when required.
- Meet Premium Support Obligations: Meet Board's Premium Support obligations to customers and ensure adherence thereto.
- Education: Bachelor's or Master's degree in Management Information Systems (MIS), Computer Science, Mathematics, or any relevant field.
- Technical Experience: First experience with SaaS and Enterprise Performance Management (EPM) software, as well as experience working in a customer support role using a case management platform.
- Technical Skills: Experience with Client/Server Operating Systems and Cloud solutions, knowledge of Network Management, and familiarity with SQL and ODBC data source connections.
- Soft Skills: Quick learner with the ability to understand and learn complex systems, excellent written and verbal communication skills, and very good English knowledge, excellent Spanish knowledge.
