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Senior Support Consultant, 3rd Line

  • Chandigarh
  • Chandigarh

The Customer Services organization includes the Professional Services and Customer Support functions, and is made up of more than 550 Basware experts globally.

Professional Services, made up of Project Managers, Solution Architects, Solution and Technical Consultants and Success Services professionals, deliver customer implementation projects and provide services that help Basware customers adopt, optimize and accelerate the benefits of their Basware solutions and services. Customer Support provides professional help to our customers to manage operational and service issues that arise from using our services.

Customer Services draws on our collective expertise so that our customers realize the best possible business outcomes with Basware’s Networked Purchase-to-Pay solutions.

Customer Support is the unit that is providing professional, efficient and effective technical support to Basware Customers/Partners in a manner that further enhances Customer experience, satisfaction and loyalty. We work to resolve Customer Cases and Incidents to enable our Customers to use Basware products and services efficiently and enable them to run their business seamlessly.


Team description:

3rd line Support team is part of global Customer Support unit and we handle the most complex and interesting product problems as well as contribute to the knowledge improvement of 1st and 2nd line support teams.

We are now looking for a Senior Support Consultant, 3_rd_ Line to join our team.

To get yourself familiar with our products and services, you will work with R&D for a specific period prior assuming the position in 3_rd_ line Product Support team.

Key role responsibilities (“Your Contribution”)

In this role, understanding the specific impact on Customer business is always the driver which you use to select the most appropriate approach to fix the problem.

The ability to analyze the impact of required changes based on Customer requests and perform root cause analysis are some important attributes.

You will be working together with Customers, as well as our internal stakeholders (R&D, Production, product management and delivery teams) to efficiently resolve the Customer issues.

Work with great people

Hanna Ikonen
Team Leader, Customer Services
"I feel that I can make a difference, drive improvements & take controlled risks, and all this is supported by the company."
Sam Bradner
Senior Content Designer
"Best part of my job is flexibility and variability. I don´t really have a typical day, and I like that!"
Kevin Kamau
Product Manager
"Basware is a global company that values people as a crucial driver for success."
Trang Pham
Communications Specialist
"I know I can make an impact in hundreds of different ways. Basware is really unique to me – we have the best people and we are the leader in our industry."
Mika Peurala
Solution Architect
"Absolutely the best colleagues and line managers in the world!"
Jaakko Jutila
Director, Customer Service
"At Basware you have the freedom to identify and start different development activities across the organization without getting approvals from above."

Skills & Requirements

Candidate qualifications (“Mutual interest”)

In order to thrive and succeed in this role, we expect you to have the following skills:

  • Ability to quickly adapt the needed knowledge of Basware products and services; process, conceptual and in-practical level

  • Being able to discuss with R&D and Product Management on various topics with the technical details related to our solutions while working on tickets and creation of Knowledge Base Articles

  • Understanding and capacity of technically supporting most demanding cases after the period of orientation

  • Ability and eagerness to train on Network solutions, internally and externally when needed

  • You have a strong sense of urgency and attention to detail with problem solving abilities.

  • Proactively starts initial Problem investigation and provides insight to the Problem Manager.

Your Experience:

  • 5+ Years of experience
  • Knowledge regarding communication protocols: HTTP(S), (S)FTP, OFTP, AS2
  • Knowledge of XML, XSLT, also good to have SQL Server and/or Oracle databases including scripts, queries and fine tuning, Webservices.

  • Strong knowledge of Microsoft operating systems (servers and workstations)

  • General IT infrastructure knowledge (Networks, Virtualization, Computer hardware, Software delivery methods)

  • Basic ITIL understanding

  • Intermediate consulting skills

  • EDI knowledge is a plus

  • Knowledge of AWS/Dynatrace/Splunk/Jira or relevant tool an advantage

  • Relevant business / solution / industry experiences an advantage

  • Business language: Good English Communication Skills are mandatory (Verbal & Written)

Great Place to Work

  • We embrace a growth mindset.

  • We empower through accountability.

  • We dare to try.

  • We value every individual.

About the company

Basware is a cloud-based solution provider with employees all over the world. As a global company, proud of our Finnish roots, we create and deliver automated technologies to make finance and procurement processes easier and more streamlined for globally operating enterprises and their suppliers across all industries.

Trusted by thousands of organisations, we have over 9,500 businesses in more than 70 countries worldwide using Basware solutions to fulfill their procure-to-pay (P2P) needs. We are constantly innovating to help our customer simplify operations so they can spend smarter.

Basware prides itself not only on award-winning technology, but also on the talent of our people.

Our success is made possible by the hard work, daily dedication, and insatiable passion of the approximately 1,350 employees working across 14 countries, representing over 30 different nationalities.

Our culture has grown to advocate for business transparency, embrace change, enable innovation, and encourage employees to feel empowered and take accountability while driving initiatives with passion.


2020Recognized market leader with global operations, 20+ offices worldwide.

2019Gartner Magic Quadrant Leader for Procure-to-Pay Suites for fourth time

2014-2019Several industry recognitions and product launches

2012-2016Several acquisitions in the fields of e-invoicing, e-procurement and purchase-to-pay solutions

2012Launch of cloud-based B2B platform for transaction collaboration on Basware's Network

2006-2009Several acquisitions in the fields of invoice automation, data capture expertise and payment software

2005Launch of fully integrated Purchase-to-Pay solution suite

2000Basware listed on Helsinki Nasdaq, launch of purchase management software & e-invoicing service

1992Launch of first financial management software

1985Basware founded in Finland

Ankita Sharma | Contact Person

I'm interested
Basware

Chandigarh
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