Senior Support Consultant

• Applications are considered on a rolling basis
• Sydney
• Hybrid

Job Description

Join Us as a Senior Support Consultant

At Basware were transforming how enterprises manage their invoice lifecycle. As the global leader in Invoice Lifecycle Management we help businesses streamline invoicing processes ensure compliance prevent fraud and optimize cash flow. Our mission is to empower organizations with full control over their invoice ecosystemensuring that only reconciled and approved supplier invoices are paid.

We are looking for a Senior Support Consultant role with experience of 6- 10 years preferably in a support profile. The regional Customer Support team is an integral part of the Basware post-delivery success. It provides advanced-level support to local customers.

This role is an advanced position within the Customer Support team for the APAC region. Located in Sydney Australia team works closely with the Consulting and Customer Service Management teams primarily supporting our local customer base with an emphasis on our largest customers. The Support Consultant reports to the Regional Manager Customer Support Services

Key role responsibilities

The Senior Support Consultant has responsibility for the day-to-day assistance of our customers in the use of our enterprise software applications.

The Senior Support Consultant will work both alone and with assigned team members to provide support and issue resolution for customers in a timely and professional manner. The primary focus will be on troubleshooting complex issues and advanced client consulting implementation and monitoring of Accounts Payable & Network (AP & NW) functions.

You will be providing support for APAC customers for complex incidents and requests including:

• Develop a strong understanding of assigned product solutions and technology platforms
• Provide high-quality resolutions to customers while meeting defined support standards
• Provide detailed technical offshore support on assigned products to Basware customers
• Assist customers with understanding product functionality
• Prioritize customer support requests and maintain adherence to SLA commitments in all cases
• Provide excellent customer service keeping a continued focus on making our customers life easier and their work more valuable
• Ensure customer satisfaction by advising customers on preventive maintenance and configurations
• Troubleshoot potential defects and submit to product management with full analysis for bug fixing
• Manage your own work queue and ensuring all are progressed and concluded in a timely fashion
• Conduct remote sessions & calls with customers to progress issues where needed
• Engage with internal departments to improve processes and ultimately customer satisfaction
• Perform product installations / set up of the environment to assist with the troubleshooting issue