QG-371 Product Support Specialist(German Speaking)
Responder al anuncioProduct Support Specialist (L3) - (German Speaking) Madrid
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 progress 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 passion in critical thinking, decision making, problem solving, and attention to details.
- Excellent written and verbal communication skills.
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