Product Support Specialist
hace 2 semanas
We are seeking a highly analytical and self-motivated Product Support Specialist (L3) to join our Support Team at Board Deutschland.
About the Role:As a Product Support Specialist, you will be responsible for investigating complex incidents happening to our customers, working alongside our customers and business partners to enable their success using the Board Platform.
You will deliver value to our customers by maintaining a high level of technical skills and proactivity in problem-solving, communicating with customers via email, calls, and ticketing platform on a daily basis.
Key Responsibilities:- Investigating issues raised by Board users while using mission-critical solutions.
- Work on open product related cases while focusing on root cause analysis and troubleshooting.
- Communicate with customers via email, calls, and ticketing platform on a daily basis.
- Regularly communicate progress and statuses of investigations and fixes to several stakeholders.
- Research and document issues as Knowledge Base articles.
- Attend and support implementation projects onsite when required.
- Collaborate with different Board teams, such as Software Development, Professional Services, Pre-Sales 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 passionate in 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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