Support Consultant

Customer Support at Basware is a team of 200+ global experts dedicated to providing professional, efficient, and effective technical support to Basware customers and partners. Our goal is to enhance customer experience, satisfaction, and loyalty by resolving customer cases and incidents, enabling our customers to use Basware products and services efficiently for seamless business operations. As a Support Consultant with a minimum of 3 years of experience in a support role, you will be responsible for assisting clients in utilizing our enterprise software application on a day-to-day basis. Working both independently and collaboratively with team members, you will deliver timely and professional client support, focusing on issue resolution, data analysis, and advanced client education on software functions. Key Responsibilities: - Develop a deep understanding of assigned product solutions and technical platforms. - Provide high-quality resolutions to customers while adhering to defined support standards. - Offer detailed technical support on assigned products to Basware customers. - Assist customers in understanding product functionality and usage. - Prioritize customer support requests and uphold SLA commitments. - Deliver excellent customer service with a focus on simplifying customers" tasks and enhancing their work value. - Ensure customer satisfaction by providing advice on preventive maintenance and configurations. - Troubleshoot potential defects and submit comprehensive analyses to product management for bug fixing. - Manage your work queue efficiently to ensure timely resolution of all cases. - Conduct remote sessions and calls with customers as needed for issue progression. - Collaborate with internal departments to enhance processes and customer satisfaction. - Perform product installations and set up environments to support issue troubleshooting. - Willingness to work in rotational shift timings. Experience and Core Attributes: - Proficiency in PL/SQL (Certification would be advantageous). - Hands-on experience with Oracle/SQL databases, Microsoft technologies, and operating systems. - Familiarity with XML, Web Services, and integration with SAP/other ERP systems. - Understanding of the P2P cycle is a plus. - Previous customer support and cloud software experience is preferred. - Excellent verbal and written communication skills for providing advice and coaching via email and telephone. - Ability to remain calm under pressure and handle stressful situations effectively. - Results-driven and goal-oriented with a strong work ethic. - Energetic, assertive, and customer-centric demeanor. - Team player capable of building strong relationships with clients and team members. - Analytical thinker and creative problem solver with the ability to handle multiple tasks simultaneously. At Basware, we uphold values of respect, hard work, drive, and customer-centricity in all our endeavors.,