Support Tech Specialist

Boston
Full Time
Mid Level

Are you curious about technology and a natural problem solver? Do you consider yourself a good communicator and want to develop your skills with the #1 Decision Making Platform? Then join our Support Team in our Boston HQ! 

Board International is looking for a highly analytical and resourceful Support Tech Specialist. Reporting to the US Support Team Leader, you will work alongside with our customers and business partners to enable their success using the BOARD Solution.  

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.  

Core responsibilities: 

  • Acquire deep product knowledge to become a product ambassador and primary technical point of contact both internally and externally 
  • Provide technical support and assist our customers and business partners in solving software system problems
  • Maintain, analyze and work on open product related cases while focusing on root cause analysis and troubleshooting 
  • Communicate with customers via email, phone, and other methods to ensure the best use of BOARD’s product and provide periodic updates 
  • Extensively research and document customer issues as Knowledge Base articles 
  • Attend and support implementation projects onsite when required 
  • Collaborate with different BOARD teams, such as Professional Services, Presales and Sales Consultants to resolve highly complex technical issues associated with deployment 
  • Build and maintain excellent relationships with our customers by developing and applying outstanding technical and customer service skills  
  • Understand BOARD’s SLA obligations to its customers and ensure adherence thereto 

 

Requirements: 

  • Bachelor/Master's degree in Management Information Systems (MIS), Computer Sciences, Mathematics, or any relevant field 
  • 1-2 years’ experience working with multi-dimensional systems 
  • 1-2 years’ experience working in a customer support role using a ticketing platform 
  • Knowledge of SQL advantageous  
  • Experience with PC - Client Operating Systems 
  • Knowledge of Network Management advantageous  
  • Able to work against very tight deadlines in a fast-paced environment 
  • Excellent written and verbal communication skills 
  • Strong skills in critical thinking, decision making, problem solving, and attention to detail 
  • Ability to travel up to 20% (Domestic and International) 
  • Checked with www.witty.works (free version)

Board International is an equal opportunity employer and is committed to a diverse and inclusive workforce.

Your personal data will be stored for as long as it is necessary to process the job applications that you submitted and for the provision of the service that you requested. Your personal data may also be processed for the fulfillment of the obligations provided for by law. Your data will in any case be deleted without unjustified delay once the aforementioned legal obligations have been fulfilled. Your personal data are collected and used by Board International SA and/or its subsidiaries that are located in the EU or outside on the basis of the appropriate safeguards provided by the European Regulation 2016/679. At any time you may request to access, to correct and/or delete your personal data used by Board International SA or by its subsidiaries for recruiting purposes.

For further question, please refer to our Privacy Policy at https://www.board.com/en/privacy-policy

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