Support Consultant

Customer Support

Role Summary: -

Role Accountabilities:

• Develops a strong understanding of assigned product solutions and technical platforms.
• Provide high-quality resolutions to customers while meeting defined support standards.
• Provide detailed technical 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’ lives 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 full 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.
• Comfortable to work in US Shift Timings permanently.
  

• Strong background in Customer Support
• Advanced level of English - must have
• Knowledgeable in SQL (Certification would be a plus) scripts, queries and database structure
• Working experience with XML, HTML, API, Web Services
• Good to have knowledge of integration with SAP/other ERP systems.
• Good to have knowledge of the Procurement (Purchase) and Accounts Payable (Invoice) cycle.
• Cloud software experience
• Excellent verbal and written communication, able to provide technical and not-technical direction to both internal and external customers.
• Ability to work in an environment with anticipated deadlines
• Strong work ethic and ability to self-motivate.
• Energetic, assertive, customer-centric personality.
• Team player with the ability to form strong working relationships with clients and team members.
• Creative problem solving, ability to “Think outside the box”
• Ability to handle multiple issues at once and prioritize that work
• Ability to learn quickly and efficiently new technical products and software tools