Product Support Specialist

hace 1 mes


Madrid, Madrid, España Board A tiempo completo

Are you passionate about technology and problem-solving? Do you have excellent communication skills and a desire to develop your expertise with the Board Intelligent Planning Platform?

Board is seeking a highly analytical and self-motivated Product Support Specialist (L3) to join our Support Team. As a key member of our team, you will work closely with customers and business partners to ensure their success using the Board Platform.

As a Product Support Specialist, you will acquire in-depth knowledge of the Board platform to become a trusted ambassador and primary technical point of contact, both internally and externally. You will deliver value to our customers by maintaining a high level of technical skills and proactivity in problem-solving.

Level 3 is responsible for investigating complex incidents affecting our customers. These issues can arise from both front-end and back-end components and require a deep understanding of the Board platform to troubleshoot and resolve.

Thanks to our cutting-edge product, Board has empowered over 3000 companies worldwide to effectively deploy Business Intelligence, Corporate Performance Management, and Predictive Analytics applications on a single platform.

Key Responsibilities

  • Investigate 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 via email, calls, and ticketing platforms on a daily basis (working hours CET).
  • Regularly update stakeholders on investigation progress and statuses.
  • Research and document issues as Knowledge Base articles.
  • Support implementation projects onsite when required.
  • Collaborate with Board teams, such as Software Development, Professional Services, Pre-Sales, and Sales Consultants to resolve 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 a 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 for critical thinking, decision-making, problem-solving, and attention to details.
  • Excellent written and verbal communication skills.
  • Very good German and English knowledge, excellent Spanish knowledge.


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