Lead Consultant (Case Manager)
- Applications are considered on a rolling basis
- Chandigarh
The Customer Support function comprises 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 businesses seamlessly.
Our team is growing! At Basware, we value well-being and a healthy work-life balance by offering a great culture and environment together with many personal and professional development training.
Some tickets might be complex (can take several days to solve) and we act as one by jointly approaching challenges within a collaborative environment using troubleshooting, SQL, XML, and interpersonal skills, daily.
Role Accountabilities
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Develops a strong understanding of Basware product solutions and technical platforms
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Acts as point of contact for all support-related queries from assigned customers.
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Responsible for maintaining customer satisfaction.
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Ensures high-quality resolutions are provided to the customers while meeting defined support standards.
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Keep an overall view of customer tickets and works with assigned support consultant based on urgency.
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Identifies pain points and proposes improvement plans.
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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 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.
- Candidate should be comfortable to work in US shift timings.
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Work with great people
Skills & Requirements
While we have our own motivational instruments, in this digital world, we believe that to meet halfway, you must be self-motivated and self-managed. Also, considering our growth mindset culture, we expect you to be open to feedback and continuous improvement.
This role will give you the opportunity to merge soft skills with technical skills as you’ll be responsible for managing Basware’s key customers’ requests and issues and prioritizing them accordingly while also being able to identify and resolve technical tasks.
The right profile looks like this:
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We are looking for candidates with 7+ years of experience with a minimum of 4 years in Technical product support (L2/L3).
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Relevant experience in Support: SQL, XML, Troubleshooting Application errors, TCP/IP Networking/Firewall errors.
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Support ticketing tool experience is a plus (ServiceNow)
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Troubleshooting skills and attention to detail (considering the long scripts and logs that we use).
- Bachelor's degree.
- English – C1 level.
- Experience in a customer-facing, service-oriented role within an ICT environment.
- Experience working in a global matrix organization with geographically distributed teams is an advantage.
- Ability to work with data and reporting tools to obtain, understand and use insights to satisfy operational or improvement needs.
- Experience in Continuous business improvement and value creation for the customer.
- Self-driven and target-orientated.
- Able to lead customer calls.
- Interested in self-development and learning.
- Customer and people skills.
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
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