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.
The 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 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.
Assist customers with understanding product functionality.
Troubleshoot issues reported by customers and resolved them at the earliest.
Troubleshoot potential defects, and once confirmed, conduct full analysis to be submitted to product management.
Troubleshooting of issues escalated by customer, documentation, and tracks status of all issues in a timely fashion in accordance with support process.
Ability to handle multiple issues at once and prioritize that work.
Work with Product Management to determine intended functionality to advise customers.
Gather requirements for change requests.
Find workaround, until the defects are fixed by Product Management.
Provide excellent customer service, keeping a continued focus on making our customers’ live easier, and their work more valuable.
Maintain adherence to SLA commitments on all cases.
Ensures customer satisfaction by advising customers on preventive maintenance and configurations.
Has a strong desire to learn new technology (strong technical background – such as SQL, web servers, enterprise application support, XML, HTML or other web technologies technologies).
Provide timely and regular communication to customers on cases as per the Case Management Communication Guidelines.
Manage assigned cases, ensuring that all are progressed and concluded in a timely fashion. Assists other team members in progressing cases.
Taking calls with customer to expedite the investigation.
Proactively engage clients to gather all information needed to resolve the case, or to gather requirements needed for Enhancement or Task Assignment.
Proactively communicate updates with clients regarding all open cases, such as updates from Product Management, or notification when a fix is available.
Analyze reported defects to confirm intended versus actual functionality, working with premium resources to view code if necessary, and with Product Management, 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.
Key Performance Metrics<pre>
* Cases closed within SLA. * Case closure volume. * Customer case survey results. * Focus on aged cases. * Accuracy and timeliness of case information in ServiceNow across owned cases. * Accuracy and volume of customer facing information in ticketing tool. * Performance against plan on quarterly/annual initiatives and accountabilities.</pre>
Working experience with XML, HTML, XSLT, CSS, and ERP.
Ready to work in shifts, 24*5.
experience of 3-5 years in customer support profile.
Ability to handle multiple issues at once and prioritize work.
Good verbal and written communication, able to provide advice and coaching via both email and telephone.
Results and goal-oriented, with a strong work ethic.
Team player with the ability to form strong working relationships with clients and team members.
Developing positive relationships with our customers.
Energetic, assertive, customer-centric personality.
Good to have:
Working experience on Oracle/SQL databases (scripts, queries), Microsoft technologies and Microsoft operating systems (client/server environments, IIS).
Knowledge of integration with SAP/other ERP systems.
Good understanding of Purchase to Pay cycle.
Having a good idea of Cloud applications.
Able to handle stress with ease.
Education and Training:
We embrace a growth mindset.
We empower through accountability.
We dare to try.
We value every individual.
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