Product Support Specialist (L3) - (German speaking)
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 Support Team!
Board is looking for a highly analytical and self-motivated Product Support Specialist (L3). Reporting to the Support Team Lead, you will work alongside our customers and business partners 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.
Thanks to a product at the technological forefront of its market, Board has enabled more than 3000 companies worldwide to effectively deploy Business Intelligence, Corporate Performance Management and Predictive Analytics applications on a single platform.
Objectives
- 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 (working hours CET)
- Regularly communicate progresses 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.
Requirements
- 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
Board International is an equal opportunity employer and is committed to a diverse and inclusive workforce.
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