Product Support Specialist (L3)

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 EST, with an initial enablement period of 1-2 months 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, 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 passionate in critical thinking, decision making, problem solving, and attention to details
• Excellent written and verbal communication skills
• Very good English knowledge, excellent Spanish knowledge