Product Support Specialist

As a Product Support Specialist (L3 Analyst) at Board International, you will play a crucial role in ensuring the success of our customers by investigating and resolving complex incidents related to the Board Platform. Working in an early morning Indian shift (4:30 AM to 1:30 PM IST), you will collaborate with customers, business partners, and internal teams to provide technical support and deliver value through proactive troubleshooting. Core responsibilities: - Investigate and resolve issues raised by Board users, focusing on root cause analysis and troubleshooting - Communicate with customers via email, calls, and ticketing platform, providing regular updates on investigations and fixes - Research and document issues as Knowledge Base articles for future reference - Support implementation projects onsite when required - Collaborate with various teams including Software Development, Professional Services, and Sales Consultants to resolve technical issues - Ensure adherence to Board's Premium Support obligations to customers Requirements: - Bachelor's/Master's degree in MIS, Computer Science, Mathematics, or a relevant field - Experience with SaaS and Enterprise Performance Management (EPM) software is preferred - Previous experience in a customer support role with knowledge of Client/Server Operating Systems and Cloud solutions - Familiarity with SQL, ODBC data source connections, and Network Management - Strong problem-solving skills, ability to work under tight deadlines, and attention to detail - Excellent written and verbal communication skills in English At Board International, we value diversity, inclusion, and belonging, creating a respectful and inclusive working environment where every individual is valued for their uniqueness. We are committed to building a diverse and inclusive workforce, and we encourage you to bring your true self to work every day. Board International is an equal opportunity employer that supports a diverse and inclusive workplace. Please refer to our Privacy Policy for information on how your personal data will be processed and stored in compliance with legal requirements. If you have any questions or need further assistance, feel free to reach out to us. As a Product Support Specialist (L3 Analyst) at Board International, you will play a crucial role in ensuring the success of our customers by investigating and resolving complex incidents related to the Board Platform. Working in an early morning Indian shift (4:30 AM to 1:30 PM IST), you will collaborate with customers, business partners, and internal teams to provide technical support and deliver value through proactive troubleshooting. Core responsibilities: - Investigate and resolve issues raised by Board users, focusing on root cause analysis and troubleshooting - Communicate with customers via email, calls, and ticketing platform, providing regular updates on investigations and fixes - Research and document issues as Knowledge Base articles for future reference - Support implementation projects onsite when required - Collaborate with various teams including Software Development, Professional Services, and Sales Consultants to resolve technical issues - Ensure adherence to Board's Premium Support obligations to customers Requirements: - Bachelor's/Master's degree in MIS, Computer Science, Mathematics, or a relevant field - Experience with SaaS and Enterprise Performance Management (EPM) software is preferred - Previous experience in a customer support role with knowledge of Client/Server Operating Systems and Cloud solutions - Familiarity with SQL, ODBC data source connections, and Network Management - Strong problem-solving skills, ability to work under tight deadlines, and attention to detail - Excellent written and verbal communication skills in English At Board International, we value diversity, inclusion, and belonging, creating a respectful and inclusive working environment where every individual is valued for their uniqueness. We are committed to building a diverse and inclusive workforce, and we encourage you to bring your true self to work every day. Board International is an equal opportunity employer that supports a diverse and inclusive workplace. Please refer to our Privacy Policy for information on how your personal data will be processed and stored in compliance with legal requirements. If you have any questions or need further assistance, feel free to reach out to us.