Support Shift Lead
- Application Deadline: Aug. 2, 2021
- Chandigarh
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.
C_ustomer 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. CS - Shift Leads Team is a part of 3rd Line team which acts as quality control, maintains response & resolution time, manage support floor operations and ensures internal & external customer satisfaction 24x7x365.
We are now looking for a Support Shift Lead to join our 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 hour or when the SLM are away or off work in order to achieve Response and Resolution SLAs.
Responsibilities:
In this role, you will be responsible for providing professional, efficient and effective technical support to Basware(internal/external)/Partners in a manner that further enhances Customer experience, satisfaction and loyalty. CS – Shift Lead team is a part of 3rd level support, which means in this role you will not only be responsible to handle the support operation for all support lines but also will be handling the 3rd line queue management with exposure to product and trying to resolve most complex and interesting support problems. 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.
- Good to have knowledge of BW P2P or Network portfolio and must be open minded for learning other areas.
- The ability to analyze the overall workload and bring up initiatives based on the data to make the overall Support operations more robust and efficient.
Work with great people
Skills & Requirements
Qualifications (“Mutual interest”)
In order to thrive and succeed in this role, we expect you to have the following skills:
- To take full responsibility of the shift in terms of management of support staff (all lines 40+ people who may vary from shifts to shifts), management of case/incident queues and quality targets
- To ensure the smooth running of the global support processes and procedures
- Monitor, measure, and report on support related processes
- Problem-solving and troubling shooting skills are necessary to assist the support line whenever needed to provide the resolution
- To work closely with other Shift Lead and Solid line managers to ensure shift handovers are effectively done
- To ensure that the training skills are met for current and future demands of the shift
- To have an active role in the support organization’s continuous improvement plan to achieve for future growth within the company
- Maintaining a high level of timekeeping is of the essence
- To be able to add value by bringing initiatives that increase the overall support value chain.
Experience:
- Minimum 5 years of experience in a technical lead or similar role background
- Leadership and presentation skills
- Positive attitude is must
- Strong general IT infrastructure knowledge (Networks, Virtualization, Computer hardware, Software delivery methods)
- Strong knowledge of Microsoft operating systems (servers and workstations)
- High knowledge of SQL Server and/or Oracle databases including scripts, queries, and fine-tuning,
- Good to have ASP.Net, VB, XML, Shell scripting
- Basic ITIL understanding
- Intermediate consulting skills
- Business language: Good English Communication Skills are mandatory (Verbal & Written)
Great Place to Work
Continuous learning and development
Great colleagues and teamwork
Flexibility and autonomy
Innovation and cutting edge technologies
Making the world greener
Global & diverse culture with a Nordic twist
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
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