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SAP Leanix
Boston, MA, United States
SAP LeanIX enables organizations to continuously transform. Our platform helps to efficiently organize, plan, and manage IT landscapes, supporting 1300+ customers with SaaS Management, Enterprise Architecture Management, and Value Stream Management. We are looking for a Customer Support Specialist, based in our Boston office, who will help evaluat
Job Source: SAP LeanixLeanIX
Boston, MA, United States
LeanIX enables organizations to continuously transform. Our platform helps to efficiently organize, plan, and manage IT landscapes, supporting 1000+ customers with SaaS Management, Enterprise Architecture Management, and Value Stream Management. We are looking for a Customer Support Specialist, based in our Boston office, who will help evaluate and
Job Source: LeanIXHigheredmilitary
Boston, MA, United States
**Customer Support Specialist** Boston, MA **Type:** Full-Time **Posted:** 08/09/2021 Harvard Business School 54910BR **Job Summary** The IT Support Services team at Harvard Business School provides outstanding desktop and audiovisual services to the HBS community. The team supports the School's mission by delivering premium
Job Source: HigheredmilitaryFoodbam
Waltham, MA, United States
The Buyers Edge Platform ** Providing a Platform for *Everyone*** Buyers Edge Platform has recognized the importance of diverse thought, experience, and dialogue to promote creativity and innovation in our work. This starts with our employees. We are committed to fair hiring practices, which includes structured hiring and interviews, resume anony
Job Source: FoodbamDispatch
Boston, MA, United States
Dispatch continues to revolutionize the home service experience for brands, service providers, and end customers just like you. Dispatch is in an exciting period of growth, as we recently announced a growth raise and acquisition of Youreka, the leading no-code mobile automation product built on the Salesforce platform. We are not just a software v
Job Source: DispatchLanceSoft
Boston, MA, United States
Job Description... Provide level 1 help desk customer support to assist licensees using BHPL eLicensing application to apply for / renew health profession licenses Triage incoming issues to determine appropriate actions (immediate resolution, escalation, etc.) Utilize internal ticketing system Communicate, and enforce system standards as necessa
Job Source: LanceSoftIntact Insurance
Quincy, MA, United States
Job Description We are a specialized insurance agency seeking an experienced, full-time Customer Service Representative to work with schools, colleges and parents to join our team in our Quincy, MA office. A.W.G. Dewar, Inc. is a unique organization specializing in student insurance. This has been our only area of service since 1930. We currently
Job Source: Intact InsurancePostman
Boston, MA, United States
Who Are We? Postman is the world's leading API platform, used by more than 30 million developers and 500,000 organizations, including 98% of the Fortune 500. Postman is helping developers and professionals across the globe build the API-first world by simplifying each step of the API lifecycle and streamlining collaboration-enabling users to creat
Job Source: PostmanBoston, MA, United States
SAP LeanIX enables organizations to continuously transform. Our platform helps to efficiently organize, plan, and manage IT landscapes, supporting 1300+ customers with SaaS Management, Enterprise Architecture Management, and Value Stream Management.
We are looking for a Customer Support Specialist, based in our Boston office, who will help evaluate and support customer's request to support. As part of the Customer Success organization, you will play a critical role in the company's current and future success as your primary goal will be to analyze and enable our customers to efficiently and effectively use the LeanIX product suite while attempting to resolve their issues. You will be building strong relationships with our valued customers, understanding their needs, and educate them on the product functionality.
The Customer Support Specialist role is an excellent pathway into the Customer Success Engineer as this role will be given the opportunity not only to learn about SAP LeanIX, its products and the Customer Success organization, but also about other teams, departments, and roles within the company. Customer Support Specialists have gone on to thrive not only in the Support organization but as a Success Engineer, Product Development and Customer Success Management, as well.
Customer Support Specialist (m/f/d)
hybrid and based in Boston, MA
WHAT IS WAITING FOR YOU?
* You will join a dynamic, international team working in a connected remote setup with great passion and the common goal to improve the customer experience.* Provide initial response, operational assistance, and development of software workarounds and/or resolutions.* Deliver solutions to both technical and non-technical end users while also supporting a wide range of technologies.* Coordinate customer support cases including interaction with other internal groups such as Engineering, Sales and Customer Success* Work closely with the Customer Success Managers (CSM) and Customer Success Engineers (CSE) to maintain visibility and provide consistency to the Customer.* Ensure all issues are systematically tracked, escalated, and communicated.* Extensive participation in a collaborative team as a support agent, gaining deeper insights into problems and bringing in the customer's voice and insight to enhance the product.* Continuously improving the knowledge base and educating team members on improvements* Mature and transparent communication skills towards the customer with deep technical knowledge, but in an understandable way for non-technical contacts* Able to think outside of the box to come up with creative solutions to fulfil the customers use-case by using and extending our knowledge base.* Ability to showcase the potential of the support team to other teams and departments.* Ability to take complete ownership of parts of the support process.* Serves as a mentor and gives guidance to colleagues and new hires.* Able to think outside of the box to come up with creative solutions to fulfill the customers use-case.
WHAT ARE WE LOOKING FOR?
* 1-3+ years of relevant work experience in problem analysis case resolution.* Excellent communication and interpersonal skills, capable of building rapport with diverse customer groups.* Should also have the ability to demonstrate outstanding critical thinking skills and easily build fluid rapport with our customers.* Strong written communication in a second language (German, French, Spanish, or Portuguese) is a plus* Basic technical understanding of Enterprise Architecture methodology, EA related platforms, and SasS related platforms (LeanIX, iServer, ServiceNow, Ardoq)* Understanding of Customer Support KPI/Metrics* Coding/Scripting skills (JSON, Python, HTML, GraphQL, SQL, API Endpoint/Editors)* SSO authentication integration (SAML Azure, ADFS, Gsuite, Okta)* Software/Configuration integration between applications (Service Now, Confluence, Apptio, Intercom, Signavio)* Passion for solving technical problems.
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Email Alert for Customer Support Specialist jobs in Boston, MA, United States
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