Are you curious about technology and a natural problem solver? Do you consider yourself a good communicator and want to develop your skills with the #1 Decision Making Platform?
Then join our Support Team in our Frankfurt office!
Board is looking for a highly analytical and self-motivated Support Tech Specialist. Reporting to the Support Team Lead you will work alongside with our customers and business partners to enable their success using the Board Solution.
Thanks to a product at the technological forefront of its market, Board has enabled more than 3000 companies worldwide to effectively deploy Business Intelligence, Corporate Performance Management and Predictive Analytics applications on a single platform.
Primary Responsibilities :
Act as second level support for any issue that may arise with a customer or business partner through both phone and email communication
Analyze customer’s needs and recommend effective solutions to meet user’s and business objectives
Ensure steps taken to follow-up with tickets complies with the agreed Software License Agreement, providing accurate and detailed feedback to customers
Manage tickets in collaboration with the Headquarters offices in Chiasso, Switzerland, when necessary, while keeping the customer or business partners updated
Proactively manage any customer support tickets through our online ticketing platform
Effectively document all resolution steps in our online ticketing system
Liaise with the BOARD Professional Services and Sales teams
Attend and support implementation projects remotely or onsite when requested
Acquire and maintain deep product knowledge and skills
Essential Skills and Experience :
BS / BA degree in Management Information Systems (MIS), Computer Sciences, Mathematics, Engineering or any relevant field
2 years of experience working with multi-dimensional systems is considered as a plus
1 years of experience working in an help desk environment using an IT ticketing system is considered as a plus
Knowledge of SQL, VBA, VBScript, PowerShell, batch Dos
Experience with PC- Client Operating Systems
Intermediate knowledge of Network Management
Able to work against very tight deadlines in a fast-paced environment
Fluent German and English speaking, with excellent written and verbal communication skills
Ability to travel up to 30% (Domestic and International)