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Support Consultant, 2nd line

  • Application Deadline: Sept. 30, 2021
  • Letchworth
  • Application Deadline: Sept. 30, 2021
  • Letchworth

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.

Basware Support consists of more than 200 Support Specialists organized in 1st, 2nd and 3rd line based in 10 locations. Our unit processes more than 12,000 tickets per month, from service requests to very complex issues, requiring deep knowledge regarding Basware products and services, combined with the business process understanding.

We are looking for a customer focused and solution oriented Support Consultant with a technical mindset to join our P2P 2nd Line Customer Support team. The UK team is based in Letchworth and currently consists of 5 professionals.

Key responsibilities:

  • Support our customers in close co-operation as well as internal and external stakeholders via our ServiceNow ticket handling system, phone and emails.
  • Proactive and independent ticket solving in the 2nd line technical support queue, providing quality resolutions for our customers.
  • Identifying recurring deficiencies in the ticket processing and suggesting improvements.
  • Working closely with our global customers, delivery consultants, 3rd line support, production teams, R&D and other internal stakeholders to resolve the cases reported by our customers and partners

Work with great people

Hanna Ikonen
Team Leader, Customer Services
"I feel that I can make a difference, drive improvements & take controlled risks, and all this is supported by the company."
Sam Bradner
Senior Content Designer
"Best part of my job is flexibility and variability. I don´t really have a typical day, and I like that!"
Kevin Kamau
Product Manager
"Basware is a global company that values people as a crucial driver for success."
Trang Pham
Communications Specialist
"I know I can make an impact in hundreds of different ways. Basware is really unique to me – we have the best people and we are the leader in our industry."
Mika Peurala
Solution Architect
"Absolutely the best colleagues and line managers in the world!"
Jaakko Jutila
Director, Customer Service
"At Basware you have the freedom to identify and start different development activities across the organization without getting approvals from above."

Skills & Requirements

In order to thrive and succeed in this role, we expect you to have:

Essential

  • A background of working in technical customer interface and preferably experience in support or consulting services
  • Excellent troubleshooting skills and basic understanding of product development and production environments.
  • Strong communication skills, both written and verbal.
  • Motivation to constantly learn new things and to collaborate with other team-members.

Desirable

  • Skills/competences in invoice standards and XML/XSLT
  • Knowledge of SQL-database (scripts, queries etc.)

Language requirement: Fluent in English.

Location: Letchworth, Hertfordshire

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

David Hooper | Contact Person

I'm interested
Basware

Letchworth
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