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.
As the global leader in providing purchase-to-pay and e-invoicing solutions in the world of commerce, Basware empowers companies to unlock value across their financial operations. With Basware, businesses can simplify and streamline key financial processes to strengthen control, reduce costs and boost cash flows, while creating value for their buyers and suppliers and completely new ways of buying and selling.
The largest open commerce network in the world, Basware Commerce Network connects over 1 million companies across over 100 countries. With Basware, businesses can escape the complexity of manual financial systems and unlock the value in a connected business world. Together we’re releasing a new wave of economic value and potential, one e-invoice, one automated financial process at a time.
We are looking for a Senior Support Consultant role with experience of 6- 8 years preferable in support profile.
The Senior Support Consultant has responsibility for the day-to-day assistance of our clients in the use of our enterprise software application.
The Senior Support Consultant will work both alone and with assigned team members to provide support and issue 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.
Prioritize customer support requests and maintain adherence to SLA commitments on 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
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 trouble-shooting issues
Experience and core attributes:
PL/SQL (Certification would be a plus)
Working experience on Oracle/SQL databases (scripts, queries), Microsoft technologies and Microsoft operating systems (client/server environments, IIS)
Working experience with XML, Web Services
Good to have knowledge of integration with SAP/other ERP systems
Customer support experience preferred
Cloud software experience preferred
Excellent verbal and written communication, able to provide advice and coaching via both email and telephone to internal and external customers
Able to handle stress with ease and not get flustered or easily frustrated
Energetic, assertive, customer-centric personality
Team player with the ability to form strong working relationships with clients and team members
Puzzle solver; likes to tinker and troubleshoot issues. Analytical and consultative bent
Ability to handle multiple issues at once, and prioritize that work
We embrace a growth mindset.
We empower through accountability.
We dare to try.
We value every individual.
Basware is a cloud-based solution provider with employees all over the world. As a global company, proud of our Finnish roots, we create and deliver automated technologies to make finance and procurement processes easier and more streamlined for globally operating enterprises and their suppliers across all industries.
Trusted by thousands of organisations, we have over 9,500 businesses in more than 70 countries worldwide using Basware solutions to fulfill their procure-to-pay (P2P) needs. We are constantly innovating to help our customer simplify operations so they can spend smarter.
Basware prides itself not only on award-winning technology, but also on the talent of our people.
Our success is made possible by the hard work, daily dedication, and insatiable passion of the approximately 1,350 employees working across 14 countries, representing over 30 different nationalities.
Our culture has grown to advocate for business transparency, embrace change, enable innovation, and encourage employees to feel empowered and take accountability while driving initiatives with passion.
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