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TECHNICAL SUPPORT CONSULTANT – CHARLOTTE, NC

  • Charlotte
  • Charlotte

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.

Looking to showcase your talents in a leading global technology company?

BASWARE, an established high growth tech company operating in 14 countries around the globe seeks an experienced Technical Support Consultant in the Charlotte, NC Metro area to join our high performing team in North America.

Our headquarters location is in Fort Mill, South Carolina, just outside the beautiful Ballantyne area in South Charlotte.

Basware is the global leader in providing networked purchase-to-pay solutions, e-invoicing and innovative financing services, and a Great Place to Work company! Basware’s commerce and financing network connects businesses in over 100 countries and territories around the globe. As the largest open business network in the world, Basware helps small and large companies around the world achieve significant cost savings, more flexible payment terms, greater efficiencies and closer relationships with their suppliers. Find out more at: www.basware.com

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DESCRIPTION:

The Technical Support Consultant has responsibility for the day to day assistance of our clients in the use of our enterprise software application.

The Consultant will work both alone and with assigned team members to provide support and issue resolution for clients in a timely and professional manner. The primary focus will be on troubleshooting issues, data analysis and advanced client education on software functions. This is NOT a helpdesk role, but a role that will require advanced system and process knowledge, and a consultative response to customers.


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

KEY RESPONSIBILITIES:

  • Assist customers with understanding product functionality, assist with report creation,
  • Troubleshoot potential defects, and once confirmed, conduct full analysis to be submitted to product management
  • Work with Product Management to determine intended functionality in order to advise customers
  • Gather requirements for change requests
  • Provide excellent customer service, keeping a continued focus on making our customers’ live easier, and their work more valuable
  • Maintain a balanced case load, closing on average 14 to 16 cases per week.
  • Maintain adherence to SLA commitments on all cases

KNOWLEDGE, SKILLS, AND ABILITIES:

  • Good verbal and written communication, able to provide advice and coaching via both email and telephone
  • Able to handle stress with ease and not get flustered or easily frustrated
  • Results and goal-oriented, with a strong work ethic
  • Energetic, assertive, customer-centric personality
  • Team player with the ability to form strong working relationships with clients and team members
  • Puzzle solver; likes to tinker and troubleshoot issues. Analytical and consultative bent
  • Ability to handle multiple issues at once, and prioritize that work
  • Has a strong desire to learn new technology (and may have a strong technical background – such as SQL, web servers, enterprise application support, networking, web programming, ColdFusion, Java and HTML or other technologies)

SPECIFIC JOB DUTIES

Case Management

  • Provide timely and regular communication to customers on open cases, not letting cases remain in progress without an update for more than 2 days at a time
  • Become an expert in all product modules, starting with purchasing, then moving to invoicing, reporting and other modules per performance plan
  • Own all cases that have been assigned up through resolution, or to approved escalation.
  • Proactively engage clients to gather all information needed to resolve the case, or to gather requirements needed for Enhancement or Task Assignment
  • Review and track all cases and PA tickets for updates, questions, correct type assignment, SLA delivery, etc.
  • Proactively communicate updates with clients regarding all open cases, such as updates from Product Management, or notification when a fix is available and has passed internal testing
  • Analyze reported defects to confirm intended versus actual functionality, working with premium resources to view code if necessary, and with PM, QA and R&D to understand intended design and function
  • Analyze confirmed defects to determine breadth of issue (does this occur in multiple product areas, impact multiple customers), whether functionality previously worked (and if so, when it last did so), and impact to both reporting and other customers (to properly set priority)
  • Take lead on testing all defect fixes for owned cases
  • Take lead starting the requirement gathering process for cases that will involve change management
  • Contribute to the client facing online knowledge base system on a regular basis, and update out of date solutions to provide clients with a valuable self-service platform to use before engaging Customer Care resources

Other

  • Coordinate with other departments including PS, Engineering and Product Management, as needed
  • Conduct 1-2 weekly training sessions per quarter for the group, reviewing either functionality in an in-depth fashion, or other job related tips, tricks, techniques relevant to team members
  • Contribute to departmental case review sessions, and work with colleagues who need assistance, on a regular basis
  • Raise alert within department and to management for critical or high priority defects that may impact other customers, or need an escalated response
  • Involve CC management and Account Management when appropriate due to request for billable work, or obvious customer dissatisfaction with result, product or process

KEY PERFORMANCE METRICS

  • Cases closed within SLA
  • Case closure volume
  • Customer case survey results
  • Time taken to identify and submit defects to R&D with required information
  • Accuracy and timeliness of case information in salesforce across owned cases
  • Accuracy and volume of customer facing information in Salesforce
  • Performance against plan on quarterly/annual initiatives and accountabilities
  • Developing solid relationships with team members
  • Developing positive relationships with our customers

EDUCATION AND TRAINING:

  • Bachelor’s degree preferred
  • Degree in IT, business or computer science preferred
  • Customer support experience preferred
  • Cloud software experience preferred
  • No travel required

BASWARE OFFERS:

  • Financial stability of a global publicly listed company with $170 million in revenue and a track record of profitability for 30 years
  • Leading edge software products in the enterprise purchase-to-pay market, according to Gartner, Forrester, and AMR
  • Strong brand, global reach, and an installed base of 3,000+ customers and over a million enterprise users in 100 countries

COMPENSATION AND BENEFITS:

  • Compensation package composed of a competitive base salary and generous variable incentive compensation
  • Company Paid Benefits that includes a premier package of medical, dental, life insurance, disability, and HSA plan
  • Matching 401(k)
  • Generous Paid Time Off and Paid Sick Leave

BIG COMPANY CLIENTELE AND AWARD-WINNING CULTURE:

Basware is a ‘Great Place to Work’ company and is recognized as one of the ‘Top 100 Supply & Demand Chain Innovators’ by Supply & Demand Chain Executive for multiple consecutive years. We recently received the distinction of being named as one of “The Best and Brightest Companies to Work For” in the nation for the 4th consecutive year, and a ‘Best Place to Work’ in Charlotte for the 5th
year! Our culture is outstanding, and we hope you’ll consider joining our team! As an added benefit, you will have an opportunity to build your experience by working with an exceptional client base that includes some of America’s leading Fortune 500 accounts!

For more information about life at Basware, please visit our website at: https://www.basware.com/en-us/home/

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 the global leader in providing networked purchase-to-pay solutions and innovative financing services. Basware’s commerce and financing network connects businesses in over 100 countries and territories around the globe. As the largest open business network in the world, Basware provides scale and reach for organizations of all sizes, enabling them to grow their business and unlock value across their operations by simplifying and streamlining financial processes. Small and large companies around the world achieve significant cost savings, more flexible payment terms, greater efficiencies and closer relationships with their suppliers.

Joining Basware means you’ll join a team filled with innovators, passionate about their work and enthusiastic about the purchase-to-pay industry we’ve pioneered. You’ll work alongside highly motivated, capable, and friendly individuals who collaborate to deliver world class solutions and services to hundreds of companies worldwide. A critical part of our culture is the high amount of trust we put into our employees—we want you to make a difference. So, we offer flexibility in how you work, giving you the freedom and support to deliver your best results. We truly live our values where our employees strive for excellence, put our customers first, lead the way, and inspire one another to build a winning team.


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

Raluca Baran | Contact Person

I'm interested
Basware

Charlotte
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