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Sr. / Lead Technical Consultant Full Time
CS – Shift In – Charge – 3rd Line
Shift In – Charge act as quality control , maintain response and resolution time , ensuring internal and external customer satisfaction 24x7x365
Job Role
As Sr. Technical / Lead Technical Consultant , you will be responsible for providing professional , efficient and effective technical support to Basware(internal / external) / Partners in a manner that further enhances Customer experience , satisfaction , and loyalty. CS Shift In – Charge team is a part of 3rd level support , which means in this role you will not only be responsible to handle the support operation for all support lines but also will be handling the most complex and interesting support problems. And also contribute to assist 1st and 2nd line support teams on technical and process related queries. You should be able to understand the impact on Customer business and take the most appropriate approach to provide the resolution.
You must have knowledge of BW P2P portfolio and must be open minded for learning other areas such as Network. As a 3rd liner , you will be exposed to various company – wide projects upon your interest and expertise.
The ability to analyze the impact of required changes based on Customer requests and perform root cause analysis are some important attributes.
Job Purpose
To manage customer support shifts (24x7x365).
To ensure the smooth running of the support process.