Senior Support Consultant

Customer Support is made up of 200+ experts globally, who providing professional, efficient, and effective technical support to Basware customers and partners in a manner that further enhances customer experience, satisfaction, and loyalty. We work to resolve customer cases and incidents to enable our customers to use Basware products and services efficiently and enable them to run their business seamlessly.

• Customer Support draws on our collective expertise so that our customers realize the best possible business outcomes with Baswares number 1 AP solutions.
• We are looking for a Senior Support Consultant role with experience of 6- 10 years, preferably in a support profile.
• The Senior Support Consultant has responsibility for the day-to-day assistance of our clients in the use of our enterprise software application.

The Senior Support Consultant will work both alone and with assigned team members to provide support and issue resolution for clients in a timely and professional manner. The primary focus will be on troubleshooting issues, data analysis, and advanced client education on software functions

Role Accountabilities

• Develops a strong understanding of assigned product solutions and technical platforms.
• Provide high-quality resolutions to customers while meeting defined support standards.
• Provides detailed technical offshore support on assigned products to Basware customers.
• Assist customers with understanding product functionality.
• Prioritize customer support requests and maintain adherence to SLA commitments in all cases.
• Provide excellent customer service, keeping a continued focus on making our customers life easier and their work more valuable.
• Ensures customer satisfaction by advising customers on preventive maintenance and configurations.
• Troubleshoot potential defects and submit to product management with a complete analysis for bug fixing.
• Managing your own work queue and ensuring all are progressed and concluded in a timely fashion.
• Conduct remote sessions & calls with customers to progress issues where needed.
• Engage with internal departments to improve processes and ultimately customer satisfaction.
• Perform product installations / set up of environment to assist with troubleshooting issues.

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Skills:

• PL/SQL (Certification would be a plus)
• Working experience on Oracle/SQL databases (scripts, queries), Microsoft technologies and Microsoft operating systems (client/server environments, IIS)
• Working experience with XML, Web Services
• Good to have knowledge of integration with SAP/other ERP systems
• Good to have knowledge of Purchase to Pay cycle
• Customer support experience preferred
• Cloud software experience preferred
• Excellent verbal and written communication, able to provide advice and coaching via both email and telephone to internal and external customers
• Able to handle stress with ease and not get flustered or easily frustrated
• Results and goal-oriented, with a strong work ethic
• Energetic, assertive, customer-centric personality
• Team player with the ability to form strong working relationships with clients and team members
• Puzzle solver; likes to tinker and troubleshoot issues. Analytical and consultative bent
• Ability to handle multiple issues at once, and prioritize that work
• Has a strong desire to learn new technology (have a strong technical background such as SQL, web servers, enterprise application support, networking, XML, HTML or other technologies)
• Flexible to work in Europe shift timings.