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.
Customer Support is the unit that is providing 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._
Description. Ensures internal & external customer satisfaction 24x7x365.
We are now looking for _ a Support Operations Lead to join our existing__CS-Support Operational Excellence team: who can manage customer support shifts (24x7x365) to ensure the smooth running of the support process and ensure that all cases and incidents are handled/assigned as per the priority defined in the support classification (especially during off business hours in order to achieve Response and Resolution SLAs.)_
The main responsibilities of a Support Operations Lead is to drive support operational excellence as well as to ensure that the shifts operate efficiently and with correct prioritization according to our processes. This may lead to various support operational excellence topics from identification via multiple channels to implementation of measurable support quality improvements.
In addition to quality improvements, this role requires assistance to be given to 1st and 2nd line support teams on technical and process related queries. You should be able to understand the impact on Customer business and take the most appropriate approach to provide guidance within support organization.
Qualifications (“Mutual interest”)
In order to thrive and succeed in this role, we expect you to have the following skills:
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