Product Support Specialist

As a highly analytical and self-motivated Product Support Specialist (L3 Analyst) at Board, you will be part of the global Support Team, working on an early morning Indian shift. Reporting to the L3 Product Support Team Lead, you will play a crucial role in enabling the success of customers and business partners using the Board Platform. Your primary responsibilities will involve investigating and resolving complex incidents faced by customers while maintaining a high level of technical skills and proactivity in problem-solving. Core responsibilities: - Investigating issues raised by Board users using mission critical solutions - Root cause analysis and troubleshooting of open product-related cases - Communication with customers via email, calls, and ticketing platform - Regular updates on progress and statuses of investigations and fixes to stakeholders - Documentation of issues as Knowledge Base articles - Support of implementation projects onsite when required - Collaboration with different Board teams to resolve technical issues related to solution deployment - Meeting Board's Premium Support obligations and ensuring customer adherence Requirements: - Bachelor's/Master's degree in MIS, Computer Science, Mathematics, or relevant field - Previous experience with SaaS and Enterprise Performance Management software preferred - Experience in customer support role using a case management platform - Familiarity with Client/Server Operating Systems, Cloud solutions, and Network Management - Knowledge of SQL and ODBC data source connections beneficial - Quick learner with the ability to understand and learn complex systems - Strong skills in critical thinking, decision making, problem-solving, and attention to detail - Excellent written and verbal communication skills - Proficiency in English Board International promotes Diversity and Inclusion, fostering a working environment where all individuals are respected and valued for their unique qualities. The company is committed to building a diverse and inclusive workforce that celebrates individual differences. Your personal data will be processed in accordance with the applicable laws and regulations, and you may request access, correction, or deletion of your personal data used for recruiting purposes at any time. For further information, please refer to the Privacy Policy available at Board Privacy Policy. As a highly analytical and self-motivated Product Support Specialist (L3 Analyst) at Board, you will be part of the global Support Team, working on an early morning Indian shift. Reporting to the L3 Product Support Team Lead, you will play a crucial role in enabling the success of customers and business partners using the Board Platform. Your primary responsibilities will involve investigating and resolving complex incidents faced by customers while maintaining a high level of technical skills and proactivity in problem-solving. Core responsibilities: - Investigating issues raised by Board users using mission critical solutions - Root cause analysis and troubleshooting of open product-related cases - Communication with customers via email, calls, and ticketing platform - Regular updates on progress and statuses of investigations and fixes to stakeholders - Documentation of issues as Knowledge Base articles - Support of implementation projects onsite when required - Collaboration with different Board teams to resolve technical issues related to solution deployment - Meeting Board's Premium Support obligations and ensuring customer adherence Requirements: - Bachelor's/Master's degree in MIS, Computer Science, Mathematics, or relevant field - Previous experience with SaaS and Enterprise Performance Management software preferred - Experience in customer support role using a case management platform - Familiarity with Client/Server Operating Systems, Cloud solutions, and Network Management - Knowledge of SQL and ODBC data source connections beneficial - Quick learner with the ability to understand and learn complex systems - Strong skills in critical thinking, decision making, problem-solving, and attention to detail - Excellent written and verbal communication skills - Proficiency in English Board International promotes Diversity and Inclusion, fostering a working environment where all individuals are respected and valued for their unique qualities. The company is committed to building a diverse and inclusive workforce that celebrates individual differences. Your personal data will be processed in accordance with the applicable laws and regulations, and you may request access, correction, or deletion of your personal data used for recruiting purposes at any time. For further information, please refer to the Privacy Policy available at Board Privacy Policy.