Product Support Specialist (L3 Analyst)
We are seeking a highly analytical and self-motivated Product Support Specialist to join our team in India.
About the Role
As a Product Support Specialist, you will be responsible for investigating complex incidents reported by our customers and delivering value to them through high-quality technical support.
Key Responsibilities:
* Investigate issues raised by Board users while using mission-critical solutions
* Work on open product-related cases, focusing on root cause analysis and troubleshooting
* Communicate with customers via email, calls, and ticketing platform on a daily basis
* Regularly communicate progress and statuses of investigations and fixes to several stakeholders
* Research and document issues as Knowledge Base articles
* Attend and support implementation projects onsite when required
* Collaborate with different Board teams to resolve highly complex technical issues related to solution deployment
* Meet Board's Premium Support obligations to customers and ensure adherence thereto
Requirements:
* Bachelor's/Master's degree in Management Information Systems (MIS), Computer Science, Mathematics, or any relevant field
* Previous experience with SaaS and Enterprise Performance Management (EPM) software preferred
* Proven experience working in a customer support role using a case management platform
* Experience with Client/Server Operating Systems and Cloud solutions
* Knowledge of Network Management advantageous
* Familiarity with SQL and ODBC data source connections will be a plus
* Quick learner with the ability to understand and learn complex systems communicating with different stakeholders
* Ability to work against tight deadlines within an exciting environment
* Strong skills and passion in critical thinking, decision making, problem solving, and attention to details
* Excellent written and verbal communication skills
* Proficiency in French and English
Why Join Us?
At Board, we foster a working environment that values diversity, inclusion, and belonging. We believe in hiring people for who they are and want you to bring your true self to work every day.