Support Consultant
- Applications are considered on a rolling basis
- Iași
- Hybrid
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.
Role Summary:
We are looking for a Support Consultant who preferably has previous experience providing customer support.
The Support Consultant is responsible for our clients' day-to-day assistance in using our enterprise software application.
Our ideal candidate can work alone or together with assigned team members to provide timely and professional support and issue resolution for clients. The primary focus will be on troubleshooting issues, data analysis, and advanced client education on software functions.
Your tasks:
- Providing Technical Support for incoming support requests that our 1st line was not able to resolve
- Consulting of customers regarding our own solutions via telephone and email
- Follow up and clearing of support requests via our support tool (ServiceNow) with respect to the agreed SLA
- Collaboration with Support Engineers and other internal teams such as R&D or Operations to provide timely resolutions
Work with great people
Skills & Requirements
Skills & Requirements
While we have our own motivational instruments, in this digital world, we believe that to meet halfway, you must be a self-motivated and self-managed person. Also, considering our growth mindset culture, we expect from you to be open to feedback and continuous improvement.
Our HR will be sharing with you relevant Regular Expression, XML & SQL learning material so you can prepare in advance and have the answers ready for the short technical discussion. Please take your time to prepare to make sure we make good use of our time together!
To be successful in this position we would like you to have:
- Relevant experience in IT: SSO, Active Directory, Identity and Access Management (Roles, Groups, Policies, Permissions), TCP/IP Networking/Firewalls knowledge
- The ability to lead customer calls
- Customer and people skills
- Strong sense of urgency and attention to detail
- Can work per defined procedures
- The ability to create structured documentation
- Troubleshooting skills and attention to details (considering long scripts and logs that we use);
- Support ticketing tool experience is a plus;
Required skills and behavior:
- You are customer oriented
- You are a quick learner and you are eager to learn new things
- Knowledge of at least one of EDI, XML, XSLT or Regular Expressions
- Basic understanding of invoice flow between companies
- Basic knowledge of data transfer protocols (HTTP(S), (S)FTP, OFTP2, AS2) is a plus
- Strong customer communication skills in English, other languages are plus.
Great Place to Work
We Drive Customer Value
We Take Ownership
We Are Bold
About the company
Basware is how finance leaders in global enterprises can finally automate their complex, labor-intensive invoice processes and stay compliant with regulatory change. Our Accounts Payable (AP) automation and invoicing platform helps companies achieve a new level of efficiency – in a matter of months – while reducing errors and risks. We bring a unique combination of true automation, complete coverage, and deeper expertise to make it all just happen for our customers. That’s why the world’s most efficient AP departments at 700+ global customers rely on Basware to handle over 170 million invoices per year.
Joining Basware means you’ll join a team filled with innovators, passionate about their work and enthusiastic about the industry we’ve pioneered. You’ll work alongside highly motivated, capable, and friendly individuals who collaborate to deliver world-class solutions and services. A critical part of our culture is the high amount of trust we put into our employees—we want everyone 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:
We Drive Customer Value , We Take Ownership and We Are Bold in everything we do, to make it all just happen for our customers.
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
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