Support Consultant

Job Location: Boston, MA (USA)

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 is the #1 decision-making platform. Founded in 1994 and Headquartered in Chiasso, Switzerland, and Boston, MA, BOARD International has enabled more than 3000 companies worldwide to effectively deploy Business Intelligence, Corporate Performance Management and Predictive Analytics applications on a single platform. The BOARD platform allows companies to achieve a single, accurate and complete view of business information and a full control of performance across the entire organization. Thanks BOARD, global enterprises, such as H&M, KPMG, DHL, Mitsubishi, NEC, Puma, Siemens, Toyota, have deployed end-to end decision-making applications in a fraction of the time and cost associated with traditional solutions.