Solution Support Specialist

at  Good Sign Oy

Good Sign is a scale-up software company that is solving existing pains in pricing, billing and monetization for B2B companies with recurring revenue models. Our cloud-based software automates subscriptions, pay-per-use, and service agreements, complementing customers’ CRM and ERP systems. Read more about our solution here. We’re looking for a customer-oriented Solution Support Specialist to support and enable the use of our software.

YOUR ROLE & DAILY TASKS

In this role, you’ll be responsible for providing timely support for customers that already have Good Sign solution in production use. Your main points of contact with the customer are the Good Sign Software key users and solution owners. You will also act as a service manager for a portfolio of customers. You will join our PMO & Operational Excellence Team and play a key role in maintaining and improving customer satisfaction and maximizing the value in the use of our software.
Your responsibilities will include responding, solving, and managing the support and change tickets, and internally involving solution consultants and product specialists where needed. You will be solving these tickets by utilizing database queries with SQL. In addition, you will follow up and manage the ticket queue to meet the agreed service levels. You will also play a role in new customer onboardings by running training to guide the customer key users in the use of Good Sign Software. In this role you will also get to contribute to the continuous development of our professional services delivery process, e.g. by identifying ways to increase the share of customer self-service.

TO BE SUCCESSFUL IN THIS ROLE, YOU SHOULD HAVE:

• Experience and demonstrated ability to investigate and solve problem situations with database queries with SQL.
• At least 3 years work experience from business information system support / development related duties, ideally from service order-to-invoice processes, ERP, and financial management systems.
• Excellent customer service, coordination, and collaboration skills.
• Experience in customer facing roles, such as Service Manager or Technical Support Specialist.
• Understanding of core financial management processes
• Excellent written and verbal communication skills in English and Finnish.
  However, we acknowledge that finding a person who ticks every box is pretty challenging. That’s why we prefer an “If I don’t know, I’ll figure it out” -attitude over having a perfectly matching CV.