Premium Support Specialist

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 organization. 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!
We are currently looking for a Premium Support Specialist to join a rapidly growing Premium Support team. In this role, you will be accountable for providing assistance to a range of Management Information, Financial
Reporting, Forecasting and Planning applications developed for some of Board’s key accounts.
This position is based in Madrid reporting to the Premium Support Team Lead. The Premium Support team plays a pivotal role in Board’s Customer Success strategy by providing industry leading post-implementation support. Through regular service review meetings, our Support Specialists are expected to maintain a strong grasp of our customers’ ever-changing business and functional requirements whilst helping them understand how Board can be used to achieve their goals.
Objectives

• Provide qualified functional and technical assistance for existing customer Board planning and reporting
• solutions.
• Provide application support for Board’s ready-built Financial Consolidation applications.
• Participate in extensive knowledge transfer processes between delivery and maintenance teams.
• Be able to articulate, in deep technical detail how Board functionality can be used to meet Customer
• requirements and find a solution to business problems.
• Identify areas for improvement in existing applications.
• Work closely with the Board Product team by relaying Customer and market feedback.
• Assist Senior Specialists in meetings to provide insights to new features and functionality introduced in
• the Board Platform.
• Provide Reactive support for existing customers if/when questions/issues in their existing application
• arise.

Requirements

• Educational background in Computer Science, Management Information Systems (MIS), Mathematics or any relevant technical field.
• Previous experience working in an EPM/CPM software support, delivery or consulting role.
• Good understanding of financial processes (Financial Consolidation and Lease Reporting for example) is beneficial.
• Exposure to multi-dimensional or OLAP technology preferred.
• Knowledge of SQL advantageous.
• Great de-escalation aptitude and capacity to work in very tight time frames.
• Strong troubleshooting, root-cause analysis and reverse engineering capacity.
• Know-how to grasp elaborate business requirements and translate those into solutions within the Board platform.
• Excellent written and verbal communication skills.