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Board Software

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5 Board Software Jobs

Product Support Specialist (L3 Analyst)

Board Software (India) Pvt. Ltd.

5-7 years

Mumbai

1 vacancy

Board Software

posted 2mon ago

Job Role Insights

Key skills for the job

Biochemistry SQL Customer Support Analytical Chemistry SAP Business Intelligence Air Ticketing

+ 4 more

Job Description

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 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.

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.

Core responsibilities:

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
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 Boards Premium Support obligations to customers and ensure adherence thereto

Requirements:

Bachelors/Masters degree in Management Information Systems (MIS), Computer Science, Mathematics, or any relevant field
Previous experience with SaaS and Enterprise Performance Management (EPM) software preferred
Proven 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

Employment Type: Full Time, Permanent

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