The Customer Support function is made up of more than 230 Basware experts globally. Customer Support provides professional, efficient and effective technical support to Basware customers/partners in a manner that further enhances customer experience, satisfaction and loyalty. We work to resolve customer Cases and Incidents to enable our customers to use Basware products and services efficiently and enable them to run their business seamlessly.
Customer Support draws on our collective expertise so that our customers realize the best possible business outcomes with Basware’s Networked Purchase-to-Pay solutions.
In this role you are a key contributor of ensuring smooth Support Operations in the Nordics region.
In this role you analyze customer metrics such as ticket volumes, satisfaction, and ongoing incidents to identify the health of our customers. You will interact with customers when needed to provide exceptional experience and gather feedback. Additionally, you play a key role in commercial topics related to Nordics Support and work in close cooperation with our global Services Sales team.
You will collaborate closely with the Nordics Support Leadership team and report to the Head of the Support Nordics.
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Skills & Requirements
You will be successful in this role, when you have experience and skills of driving and managing operational metrics in a customer support environment, along with excellent communication skills in both written and spoken English. You should also have experience in commercial discussions with customers, and a constructive mindset to work towards mutually beneficial solutions. As a self-motivated individual, you will have the ability to shape your role to meet the needs of the Support Nordics, while maintaining a strong attention to detail and the ability to work independently and as part of a team.
- Proven experience in a similar role, preferably in SaaS environment
- Strong analytical skills with the ability to gather and interpret complex data
- Excellent communication and interpersonal skills with the ability to interact with customers and stakeholders at all levels
- Ability to work independently and identify focus areas in your area of influence
- Bachelor's degree in a relevant field (e.g. business, analytics, engineering)
- Willingness to travel when needed (max 10 % of the time)
