Regional Senior Support Consultant (AP)

Our team is growing! In Basware we value wellbeing, and we’ll make sure your stress level is at a minimum, offering a great culture and environment together with many personal and professional development trainings.

Some tickets might be complex (can take several days to solve) and we act as one by jointly approaching challenges within a collaborative environment using troubleshooting, SQL, XML and interpersonal skills, daily.

Some Of The Main Responsibilities:

• Handles cases and incidents end to end
• Focuses on Customer Care and quality
• Coordinates the work towards other teams, when needed;
• Takes ownership of the lifecycle of a Knowledge Base article and collects information from other sources to create comprehensive articles;
• Takes full ownership of an escalated Ticket and manages external and internal communication. Based on the role, manages the Escalations according to the process;
• Participates in the Project Handover process. Identifies and reports missing handover deliverables and insufficient quality;
• Takes ownership for the resolution of complex tickets;
• Works closely with the Team Manager and reports any issues that may arise in the team regarding capacity or related to any process.
• Identifies repeating issues generating lots of Tickets and proposes corrective actions for them;
• Frequently identifies potential improvements in how customer is using the system and getting the value out of them.

While we have our own motivational instruments, in this digital world, we believe that in order to meet halfway, you have to be a self-motivated and self-managed person. Also, considering our growth mindset culture, we expect from you to be opened to feedback and continuous improvement.

Our HR will be sharing with you relevant SQL XML learning material so you can prepare in advance and have the answers ready for the short technical discussion. Please take your time to prepare to make sure we make good use of our time together!

The right profile looks like this:

• Working experience with SQL databases (scripts, queries), XML, JSON, HTML, Networking, API, Web Services, Microsoft/Linux (client/server environments, IIS) or other relevant technologies
• Able to lead customer calls;
• Customer and people skills;
• Coaching and training skills;
• Troubleshooting skills and attention to details (considering long scripts and logs that we use);
• Capacity and inclination towards mentoring others;
• Bachelor's degree;
• English – C1 level;
• Bonus: Proficiency in French