Product Support Specialist - Paris, France - Board International

Board International

Entreprise vérifiée

Paris, France

il y a 1 semaine

Posté par:

Sophie Dupont

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Description

Are you curious about technology and a natural problem solver? Do you consider yourself a good communicator and want to develop your skills with Board Intelligent Planning Platform? Then join our Support Team in Milan

Board is looking for a highly analytical and self-motivated
Product Support Specialist
(L3 Analyst).

Reporting to the Support Team Lead, you will work alongside our customers and business partners to enable their success using the Board Platform.

As a Product Support Specialist, you will acquire deep and extensive platform knowledge to become a Board platform ambassador and primary technical point of contact, both internally and externally.

You will deliver value to our customers by maintaining a high level of technical skills and proactivity in problem solving.

Level 3 is in charge for investigations of complex incidents happening to our customers.

These issues can occur both on the front-end/back-end components and requires a deep knowledge of the Board platform to carry on any troubleshooting and resolution activity.

Core responsibilities:

Investigating issues raised by Board users while using mission critical solutions
Work on open product related cases while focusing on root cause analysis and troubleshooting
Regularly communicate progresses 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, such as Software Development, Professional Services, Pre-Sales and Sales Consultants 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 passionate in critical thinking, decision making, problem solving, and attention to details
Excellent written and verbal communication skills in French and English

Board International is an equal opportunity employer and is committed to a diverse and inclusive workforce.
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