Senior Support Consultant

Join Us as a Senior Support Consultant

At Basware, we're 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 ecosystem-ensuring 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, the 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

Experience with AI tools, frameworks or applications is considered a strong asset. We highly value candidates who demonstrate curiosity, a proactive mindset and a willingness to explore and incorporate AI driven technologies into their work. We encourage growth in this area and provide opportunities for experimentation and learning.

Qualifications

• PL/SQL (Certification would be a plus)
• Working experience on Oracle/SQL databases (scripts, queries), Microsoft technologies, and Microsoft operating systems (client/server environments, IIS)
• Working experience with XML, and Web Services
• Good to have knowledge of integration with SAP/other ERP systems
• Must have knowledge of Accounts Payable
• Customer support experience and Cloud software experience preferred
• Excellent verbal and written communication, able to provide advice and coaching via both email and telephone to internal and external customers
• Results and goal oriented, with a strong work ethic
• Energetic, assertive, customer centric personality
• Team player with the ability to form strong working relationships with customers and team members
• Puzzle solver; likes to tinker and troubleshoot issues. Analytical and consultative bent
• Ability to handle multiple issues at once, and prioritize that work
• Has a strong desire to learn new technologies.

Why Basware?

We're a purpose driven company with a global footprint and a collaborative culture. At Basware, you'll work with passionate professionals, cutting edge technology, and a shared commitment to innovation and excellence.

Ready to make an impact?

If you're excited by the challenge, apply now and help shape the future of Basware.

Please submit your resume and cover letter by clicking the 'I'm interested' link.

Our recruitment process will include pre employment actions such as an enhanced background screening and reference checks.

Basware. Now it all just happens.