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Support Consultant

Job Description  

We are looking for a highly analytical, self-motivated Support Consultant to join our Americas team. BOARD’s Professional Services team works with our customers and business partners to enable success using the BOARD Solution. We offer a flexible and dynamic work environment and plenty of opportunities to support professional growth. This role provides an ideal opportunity to join a fast-growing organization with a product at the technological forefront of its market.

 

CORE RESPONSIBILITIES

  • Act as first level support for any issues that may arise with a customer or business partner through both phone and email communication
  • You will proactively manage any customer support tickets through our online ticketing platform
  • Analyze customer needs and recommend effective solutions to meet user and business objectives
  • Effectively document all resolution steps in our electronic tracking system
  • Ensure steps taken to follow-up with tickets complies with the agreed Software License Agreement, providing accurate and detailed feedback to customers
  • Escalate tickets to our Headquarters office in Chiasso, Switzerland when necessary, while keeping the customer or business users updated
  • Liaise with the BOARD Professional Services and Sales teams
  • Attend and support implementation projects onsite when requested
  • Acquire and maintain deep product knowledge and skills

 

REQUIREMENTS:

  • BS/BA degree in Management Information Systems (MIS), Computer Sciences, Mathematics, or any relevant field
  • Ability to work daily out of our Boston, MA office 
  • 1-2 years’ experience working with multi-dimensional systems
  • 1-2 years’ experience working in a customer support role using a ticketing platform
  • Knowledge of SQL, VBA, VBScript, PowerShell, batch Dos  
  • Experience with PC- Client Operating Systems
  • Basic knowledge of Network Management
  • Able to work against very tight deadlines in a fast-paced environment
  • Excellent written and verbal communication skills
  • Strong skills in critical thinking, decision making, problem solving, and attention to detail
  • Ability to travel up to 20% (Domestic and International)

 

ABOUT US

BOARD International improves corporate decision-making by unifying BI, predictive analytics, and CPM in a single integrated platform deployed on-premise or in the Cloud. Controlling strategic, operational, and financial processes, BOARD’s programming-free toolkit approach enables enterprises to deploy analytics applications in a fraction of the time and cost of traditional solutions. Founded in 1994, BOARD is a privately held company headquartered in Chiasso, Switzerland, with 22 global offices on five continents.

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