What are the responsibilities and job description for the Premium Support Specialist position at Board International?
What’s been key to our success? Our people—we value everyone’s unique perspective and energy they bring to the organization. We collaborate openly across teams and borders. We embrace a growth mindset to get results. And we celebrate shared success as goals and milestones are achieved.
Ready to join a team where innovation meets collaboration? If you're driven by bold ideas and a customer-centric mentality, your next adventure starts here!
We are currently looking for a Premium Support Specialist to join our team in the US covering our APAC region, with a shift schedule of 2pm-10pm PDT.
In this role, you will be accountable for providing assistance on a range of Planning Solutions developed for some of Board’s key accounts.
The Premium Support team plays a pivotal role in Board’s Customer Success strategy by providing industry leading post-implementation support. Through regular service review meetings, our Support Specialists are expected to maintain a strong grasp of our customers’ ever-changing business and functional requirements whilst helping them understand how Board can be used to achieve their goals.
Key Responsibilities and Objectives:
- Provide qualified functional and technical assistance for existing customer Board planning and reporting solutions.
- Participate in extensive knowledge transfer processes between delivery and maintenance teams.
- Be able to articulate, in deep technical detail how Board functionality can be used to meet Customer requirements and find a solution to business problems.
- Identify areas for improvement in existing applications.
- Work closely with the Board Product team by relaying Customer and market feedback.
- Assist Senior Specialists in meetings to provide insights to new features and functionality introduced in the Board Platform.
- Provide Reactive support for existing customers if/when questions/issues in their existing application arise.
- Educational background in Business, Finance, Accounting, Computer Science, Management Information Systems (MIS), Mathematics or any relevant technical field.
- Experience with systems like Anaplan, TM1, Oracle, O9, JDA/Blue Yonder, SAP is preferrable.
- Previous Support or Consulting experience within Supply Chain, FP&A or Retail planning
- Good understanding of financial processes (Financial Consolidation and Lease Reporting for example) is beneficial.
- Exposure to multi-dimensional or OLAP technology preferred.
- Knowledge of SQL advantageous.
- Great de-escalation skills and capacity to work in very tight time frames.
- Strong troubleshooting, root-cause analysis and reverse engineering capacity.
- Ability to grasp elaborate business requirements and translate those into solutions within the Board platform.
- Excellent written and verbal communication skills.
Board International is an equal opportunity employer and is committed to a diverse and inclusive workforce.
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