Product Support Specialist
il y a 3 jours
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 in Milan
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 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.
**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
- 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
- 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 in French and English
**Board International is an equal opportunity employer and is committed to a diverse and inclusive workforce.**
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