Product Support Specialist
hace 1 mes
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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