Product Support Specialist

At Board, we help enterprises plan smarter, drive outcomes and lead transformation with one single Intelligent Planning Platform. Trusted by thousands of leading organizations, over the last 30 years we have designed our Product with enterprise planning agility in mind and the passionate care of our people as our main driver.We strongly believe every colleague brings unique value to our whole. We collaborate openly and effectively to deliver results and celebrate our shared success, thrive on innovation and embrace a growth mindset to aim higher every day.Are you curious about technology and a natural problem solver? Do you consider yourself a good communicator and want to develop your skills with Board Intelligent Planning Platform? Then join our global Support TeamBoard is looking for a highly analytical and self-motivated Product Support Specialist (L3 Analyst) . Reporting to the L3 Product Support Team Lead, you will work alongside our customers and business partners based in the US to enable their success using the Board Platform.As a Product Support Specialist, you will acquire deep and extensive platform knowledge to become a Board platform 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 in charge of investigations of complex incidents happening to our customers. These issues can occur both on the front-end/back-end components and require a deep knowledge of the Board platform to carry on any troubleshooting and resolution activity.We embrace flexibility through a hybrid working schedule, with 3 days at the office and 2 days working from home each week, fostering a balance of collaboration and productivity.Core responsibilities:Investigating issues raised by Board users while using mission critical solutionsWork on open product related cases while focusing on root cause analysis and troubleshootingCommunicate with customers via email, calls, and ticketing platform on a daily basis ( EST working hours )Regularly communicate progress and status of investigations and fixes to several stakeholdersResearch and document issues as Knowledge Base articlesAttend and support implementation projects onsite when requiredCollaborate with different Board teams, such as Software Development, Professional Services, Pre-Sales and Sales Consultants to resolve highly complex technical issues related to solution deploymentMeet Board's Premium Support obligations to customers and ensure adherence theretoRequirements:Bachelor's/Master's degree in Management Information Systems (MIS), Computer Science, Mathematics, or any relevant fieldPrevious experience with SaaS and Enterprise Performance Management (EPM) software preferredProven experience working in a customer support role using a case management platformExperience with Client/Server Operating Systems and Cloud solutionsKnowledge of Network Management advantageousFamiliarity with SQL and ODBC data source connections will be a plusQuick learner with the ability to understand and learn complex systems communicating with different stakeholdersAbility to work against tight deadlines within an exciting environmentStrong skills and passion in critical thinking, decision making, problem solving, and attention to detailsExcellent written and verbal communication skillsProficiency in EnglishOur commitment to Diversity and InclusionJoin a company that believes in the added value of diversity, inclusion, and belonging. We foster a working environment in which all people are respected and valued, for all aspects which make them unique. We hire you for who you are, and we want you to bring your true self to work every daySeniority level AssociateEmployment type Full-timeJob function Customer Service and Information TechnologyIndustries Software Development#J-18808-Ljbffr