Product Support SpecialistAnalyst

As a Product Support Specialist (L3 Analyst) at Board, your role is crucial in enabling the success of our customers and business partners by providing technical support using the Board Platform. You will be reporting to the L3 Product Support Team Lead and collaborating with various stakeholders to ensure customer satisfaction and resolution of complex technical issues. Key Responsibilities: - Investigate issues raised by Board users 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 update stakeholders on progress and status of investigations and fixes - 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 Qualifications Required: - Bachelor's/Master's degree in Management Information Systems (MIS), Computer Science, Mathematics, or related field - Previous experience with SaaS and Enterprise Performance Management (EPM) software preferred - Experience in a customer support role using a case management platform - Knowledge of Client/Server Operating Systems and Cloud solutions - Familiarity with SQL and ODBC data source connections will be a plus - Quick learner with the ability to understand complex systems and communicate with different stakeholders - Strong critical thinking, decision-making, problem-solving, and attention to detail skills - Excellent written and verbal communication skills - Proficiency in English Board International values Diversity and Inclusion, fostering a working environment where all individuals are respected and valued for their unique qualities. As an equal opportunity employer, we are committed to building a diverse and inclusive workforce. Your personal data will be handled in accordance with our Privacy Policy, and you may request access, correction, or deletion of your data used for recruiting purposes at any time. If you are a highly analytical and self-motivated individual with a passion for technology and problem-solving, we invite you to join our global Support Team at Board International and contribute to driving successful outcomes for our customers using the Intelligent Planning Platform. As a Product Support Specialist (L3 Analyst) at Board, your role is crucial in enabling the success of our customers and business partners by providing technical support using the Board Platform. You will be reporting to the L3 Product Support Team Lead and collaborating with various stakeholders to ensure customer satisfaction and resolution of complex technical issues. Key Responsibilities: - Investigate issues raised by Board users 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 update stakeholders on progress and status of investigations and fixes - 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 Qualifications Required: - Bachelor's/Master's degree in Management Information Systems (MIS), Computer Science, Mathematics, or related field - Previous experience with SaaS and Enterprise Performance Management (EPM) software preferred - Experience in a customer support role using a case management platform - Knowledge of Client/Server Operating Systems and Cloud solutions - Familiarity with SQL and ODBC data source connections will be a plus - Quick learner with the ability to understand complex systems and communicate with different stakeholders - Strong critical thinking, decision-making, problem-solving, and attention to detail skills - Excellent written and verbal communication skills - Proficiency in English Board International values Diversity and Inclusion, fostering a working environment where all individuals are respected and valued for their unique qualities. As an equal opportunity employer, we are committed to building a diverse and inclusive workforce. Your personal data will be handled in accordance with our Privacy Policy, and you may request access, correction, or deletion of your data used for recruiting purposes at any time. If you are a highly analytical and self-motivated individual with a passion for technology and problem-solving, we invite you to join our global Support Team at Board International and contribute to driving successful outcomes for our customers using t