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 28 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.If you're a forward-thinker looking for the great next step in your career within an innovative and collaborative environment, Board is the right workplace for you!Board is looking for a highly analytical and self-motivated Product Support Specialist (L3 Analyst). 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 SupportSpecialist, 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 for investigations of complex incidents happening to our customers. These issues can occur both on the front-end/back-end components and requires a deep knowledge of the Board platform to carry on any troubleshooting and resolution activity.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 basisRegularly communicate progresses and statuses 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 fieldPreviousexperience 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 passionate in critical thinking, decision making, problem solving, and attention to detailsExcellent written and verbal communication skillsOur 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 day!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 #J-18808-Ljbffr
