Support Consultant
Basware
Chandigarh
5d ago

Job Description

The Customer Services organization includes the Professional Services and Customer Support functions, and is made up of more than 550 Basware experts globally.

Professional Services, made up of Project Managers, Solution Architects, Solution and Technical Consultants and Success Services professionals, deliver customer implementation projects and provide services that help Basware customers adopt, optimize and accelerate the benefits of their Basware solutions and services.

Customer Support provides professional help to our customers to manage operational and service issues that arise from using our services.

Customer Services draws on our collective expertise so that our customers realize the best possible business outcomes with Basware’s Networked Purchase-to-Pay solutions.

The Support Consultant has responsibility for the day-to-day assistance of our clients in the use of our enterprise software application.

The Consultant will work both alone and with assigned team members to provide support and issue resolution for clients in a timely and professional manner.

The primary focus will be on troubleshooting issues, data analysis and advanced client education on software functions. This is NOT a helpdesk role, but a role that will require advanced system and process knowledge, and a consultative response to customers.

KEY RESPONSIBILITIES :

  • Assist customers with understanding product functionality, assist with report creation.
  • Troubleshoot potential defects, and once confirmed, conduct full analysis to be submitted to product management.

    Work with Product Management to determine intended functionality to advise customers.

    Gather requirements for change requests.

    Provide excellent customer service, keeping a continued focus on making our customers’ live easier, and their work more valuable.

    Maintain a balanced case load, closing on average 10 to 12 cases per week.

    Maintain adherence to SLA commitments on all cases.

    Case Management

  • Provide timely and regular communication to customers on open cases, not letting cases remain in progress without an update for more than 2 days at a time.
  • Become an expert in all product modules, starting with purchasing, then moving to invoicing, reporting and other modules per performance plan.
  • Own all cases that have been assigned up through resolution, or to approved escalation.
  • Proactively engage clients to gather all information needed to resolve the case, or to gather requirements needed for Enhancement or Task Assignment.

    Review and track all cases and PA tickets for updates, questions, correct type assignment, SLA delivery, etc.

    Proactively communicate updates with clients regarding all open cases, such as updates from Product Management, or notification when a fix is available and has passed internal testing.

    Analyze reported defects to confirm intended versus actual functionality, working with premium resources to view code if necessary, and with PM, QA, and R&D to understand intended design and function.

    Analyze confirmed defects to determine breadth of issue (does this occur in multiple product areas, impact multiple customers), whether functionality previously worked (and if so, when it last did so), and impact to both reporting and other customers (to properly set priority).

    Take lead on testing all defect fixes for owned cases.

    Take lead starting the requirement gathering process for cases that will involve change management.

    Contribute to the client facing online knowledge base system on a regular basis and update out of date solutions to provide clients with a valuable self-service platform to use before engaging Customer Care resources.

    Key Performance Metrics

  • Cases closed within SLA.
  • Case closure volume.

    Customer case survey results.

    Time taken to identify and submit defects to R&D with required information.

    Accuracy and timeliness of case information in ServiceNow across owned cases.

    Accuracy and volume of customer facing information in ServiceNow.

    Performance against plan on quarterly / annual initiatives and accountabilities.

    Developing solid relationships with team members.

    Developing positive relationships with our customers.

    Skills & Requirements

  • experience of 3-5 years preferable in support profile.
  • 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 Purchase to Pay cycle.

    Good verbal and written communication, able to provide advice and coaching via both email and telephone.

    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 (and may have a strong technical background such as SQL, web servers, enterprise application support, networking, web programming, ColdFusion, Java and HTML or other technologies).

    Ready to work in US shifts.

    Education and Training :

    Bachelor’s / Master’s degree / Degree in IT, or computer science preferred.

    Customer support experience preferred.

    Cloud software experience preferred.

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