Product Support Specialist (L3 Analyst)

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 India!Board is looking for a highly analytical and self-motivated Product Support Specialist (L3 Analyst). Reporting to the L3 Product 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.Thanks to a product at the technological forefront of its market, Board has enabled more than 3000 companies worldwide to effectively deploy Business Intelligence, Corporate Performance Management and Predictive Analytics applications on a single platform.Core responsibilities:Investigating issues raised by Board users while using mission critical solutionsWork on open product related cases while focusing on root cause analysis and troubleshootingCommunicate with customers via email, calls, and ticketing platform on a daily basisRegularly communicate progresses and statuses of investigations and fixes to several stakeholdersResearch and document issues as Knowledge Base articlesAttend and support implementation projects onsite when requiredCollaborate with different Board teams, such as Software Development, Professional Services, Pre-Sales and Sales Consultants to resolve highly complex technical issues related to solution deploymentMeet Board's Premium Support obligations to customers and ensure adherence theretoRequirements:Bachelor's/Master's degree in Management Information Systems (MIS), Computer Science, Mathematics, or any relevant fieldPrevious experience with SaaS and Enterprise Performance Management (EPM) software preferredProven experience working in a customer support role using a case management platformExperience with Client/Server Operating Systems and Cloud solutionsKnowledge of Network Management advantageousFamiliarity with SQL and ODBC data source connections will be a plusQuick learner with the ability to understand and learn complex systems communicating with different stakeholdersAbility to work against tight deadlines within an exciting environmentStrong skills and passionate in critical thinking, decision making, problem solving, and attention to detailsExcellent written and verbal communication skillsOur commitment to Diversity and Inclusion Join a company that believes in the added value of diversity, inclusion, and belonging. We foster a working environment in which all people are respected and valued, for all aspects which make them unique. We hire you for who you are, and we want you to bring your true self to work every day!  Board International is an equal opportunity employer and is committed to a diverse and inclusive workforce.
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