Senior Support Consultant, 2nd Line
The Customer Support functions is made up of more than 230 Basware experts globally. Customer Support provides 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.
Customer Support draws on our collective expertise so that our customers realize the best possible business outcomes with Basware’s Networked Purchase-to-Pay solutions.
We are looking for a Senior Support Consultant role with experience of 6- 10 years preferable in support profile.
The Senior Support Consultant has responsibility for the day-to-day assistance of our clients in the use of our enterprise software application.
The Senior Support 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
Role Accountabilities
- Develops a strong understanding of assigned product solutions and technical platforms.
- Provide high-quality resolutions to customers while meeting defined support standards.
- Provides detailed technical offshore 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’ life 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 a complete 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.
Work with great people
Skills & Requirements
Skills:
- PL/SQL (Certification would be a plus)
- Working experience on Oracle/SQL databases (scripts, queries), Microsoft technologies and Microsoft operating systems (client/server environments, IIS)
- Working experience with XML, Web Services
- Good to have knowledge of integration with SAP/other ERP systems
- Good to have knowledge of Purchase to Pay cycle
- Customer support experience preferred
- Cloud software experience preferred
- Excellent verbal and written communication, able to provide advice and coaching via both email and telephone to internal and external customers
- 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 (have a strong technical background – such as SQL, web servers, enterprise application support, networking, XML, HTML or other technologies)
- Flexible to work in shifts
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
Prateek Arora | Contact Person
Powered by
