Job Description

Customer Support is made up of 200+ experts globally, who providing professional, efficient, and effective technical support to Basware customers and partners in a manner that further enhances customer experience, satisfaction, and loyalty. We work to resolve customer cases and incidents to enable our customers to use Basware products and services efficiently and enable them to run their business seamlessly.


•Customer Support draws on our collective expertise so that our customers realize the best possible business outcomes with Basware's number 1 AP solutions.•



Role Summary: -



We are looking for a Support Consultant role with experience of 2-4 years preferably in a support profile.



The Support Consultant is responsible for our clients' day-to-day assistance in using our enterprise software application.



The Support Consultant will work alone and with assigned team members to provide timely and professional support and issue resolution for clients. The primary focus will be on troubleshooting issues, data analysis, and advanced client education on software functions



Role Accountabilities:


• Develops a strong understanding of assigned product solutions and technical platforms.
• Provide high-quality resolutions to customers while meeting defined support standards.
• 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.
• Ensures 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.
• Comfortable to work in US Shift Timings permanently.


Skills & Requirements
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• 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).



Basware values respect, hard work, drive and customer-centricity


We Drive Customer Value


We Take Ownership


We Are Bold



About the company
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Basware is how finance leaders in global enterprises can finally automate their complex, labor-intensive invoice processes and stay compliant with regulatory change. Our Accounts Payable (AP) automation and invoicing platform helps companies achieve a new level of efficiency - in a matter of months - while reducing errors and risks. We bring a unique combination of true automation, complete coverage, and deeper expertise to make it all just happen for our customers. That's why the world's most efficient AP departments at 700+ global customers rely on Basware to handle over 170 million invoices per year.


Joining Basware means you'll join a team filled with innovators, passionate about their work and enthusiastic about the industry we've pioneered. You'll work alongside highly motivated, capable, and friendly individuals who collaborate to deliver world-class solutions and services. A critical part of our culture is the high amount of trust we put into our employees--we want everyone to make a difference, so we offer flexibility in how you work, giving you the freedom and support to deliver your best results. We truly live our values where:


We Drive Customer Value , We Take Ownership and We Are Bold in everything we do, to make it all just happen for our customers.