Product Support Specialist
hace 3 semanas
Product Support Specialist
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? We're seeking a highly analytical and self-motivated Product Support Specialist (L3) to join our Support Team.
As a Product Support Specialist, you will work closely with our customers and business partners to ensure their success using the Board Platform. You will acquire in-depth knowledge of the platform to become a trusted technical advisor and primary point of contact, both internally and externally.
Key Responsibilities:
- Investigate complex incidents affecting our customers, requiring a deep understanding of the Board platform and its components.
- Work on open product-related cases, focusing on root cause analysis and troubleshooting.
- Communicate with customers through various channels, including email, calls, and ticketing platforms.
- Regularly update stakeholders on investigation progress and resolution status.
- Research and document issues as Knowledge Base articles.
- Collaborate with Board teams, such as Software Development, Professional Services, and Sales Consultants, to resolve complex technical issues.
- Meet Board's Premium Support obligations to customers and ensure adherence thereto.
Requirements:
- Bachelor's or 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.
- First experience working in a customer support role using a case management platform.
- Knowledge of Client/Server Operating Systems and Cloud solutions.
- Familiarity with SQL and ODBC data source connections is a plus.
Why Board?
Board is a leading provider of Business Intelligence, Corporate Performance Management, and Predictive Analytics solutions. Our platform has empowered over 3000 companies worldwide to effectively deploy mission-critical applications. Join our team and be part of a dynamic and innovative environment that values technical expertise and customer satisfaction.
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