Product Support Specialist (L3 Analyst)

About the role

Reporting to the L3 Product Support Team Lead, you will work alongside our customers and business partners to enable their success using the Board Platform. As a Product Support Specialist, you will acquire deep and extensive platform knowledge to become a Board platform ambassador and primary technical point of contact, both internally and externally.

What you'll do

• Work on open product related cases while focusing on root cause analysis and troubleshooting
• Communicate with customers via email, calls, and ticketing platform on a daily basis
• Regularly communicate progresses and statuses of investigations and fixes to several stakeholders
• Research and document issues as Knowledge Base articles
• Attend and support implementation projects onsite when required

What you need

• MIS reporting
• Troubleshooting
• Root cause analysis
• BBA or MBA

Good to have

• Performance management
• SQL