Support Consultant

1 week ago

Chandigarh, Chandigarh, India Basware Full time
Job Description

Customer Support is a critical function at Basware, responsible for providing professional, efficient, and effective technical support to our customers and partners. As a Support Consultant, you will be part of a team of experts who work together to resolve customer cases and incidents, enabling our customers to use Basware products and services efficiently and effectively.

The Support Consultant role requires a strong understanding of assigned product solutions and technical platforms. You will provide high-quality resolutions to customers while meeting defined support standards. Your primary focus will be troubleshooting issues, data analysis, and advanced client education on software functions.

Key Responsibilities:

  • Develop a strong understanding of assigned product solutions and technical platforms.
  • Provide detailed technical support on assigned products to Basware customers.
  • Assist customers with understanding product functionality.
  • Prioritize customer support requests and maintain adherence to SLA commitments in all cases.
  • Provide excellent customer service, keeping a continued focus on making our customers' lives easier and their work more valuable.
  • Ensure customer satisfaction by advising customers on preventive maintenance and configurations.
  • Troubleshoot potential defects and submit to product management with full analysis for bug fixing.
  • Managing your own work queue and ensuring all are progressed and concluded in a timely fashion.
  • Conduct remote sessions & calls with customers to progress issues where needed.
  • Engage with internal departments to improve processes and ultimately customer satisfaction.
  • Perform product installations / set up of environment to assist with troubleshooting issues.

Requirements:

  • PL/SQL (Certification would be a plus)
  • Working experience on Oracle/SQL databases (scripts, queries), Microsoft technologies, and Microsoft operating systems (client/server environments, IIS)
  • Working experience with XML, Web Services
  • Good to have knowledge of integration with SAP/other ERP systems.
  • Good to have knowledge of the P2P cycle.
  • Customer support experience preferred.
  • Cloud software experience preferred.
  • Excellent verbal and written communication, able to provide advice and coaching via both email and telephone to internal and external customers.
  • Able to handle stress with ease and not get flustered or easily frustrated.
  • Results and goal-oriented, with a strong work ethic.
  • Energetic, assertive, customer-centric personality.
  • Team player with the ability to form strong working relationships with clients and team members.
  • Puzzle solver; likes to tinker and troubleshoot issues. Analytical and consultative bent.
  • Ability to handle multiple issues at once and prioritize that work.
  • Has a strong desire to learn new technology (have a strong technical background – such as SQL, web servers, enterprise application support, networking, XML, HTML, or other technologies).

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