Product Support Specialist
vor 1 Tag
Board is seeking a highly analytical and self-motivated Product Support Specialist (L3) to join our Support Team in Madrid. As a key member of our team, you will work closely with customers and business partners to enable their success using the Board Platform.
Key Responsibilities- Investigate complex incidents happening to our customers, requiring a deep knowledge of the Board platform to troubleshoot and resolve issues.
- Deliver value to our customers by maintaining a high level of technical skills and proactivity in problem-solving.
- 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 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, Spanish knowledge not a must.
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