Support Consultant

We are looking for a Support Consultant who preferably has previous experience providing customer support.

The Support Consultant is responsible for our clients' day-to-day assistance in using our enterprise software application.

Our ideal candidate can work alone or together with assigned team members to provide timely and professional support and issue resolution for clients. The primary focus will be on troubleshooting issues, data analysis, and advanced client education on software functions.

Your tasks:

• Providing Technical Support for incoming support requests that our 1st line was not able to resolve;
• Consulting of customers regarding our own solutions via telephone and email;
• Follow up and clearing of support requests via our support tool (ServiceNow) with respect to the agreed SLA;
• Collaboration with Support Engineers and other internal teams such as R&D or Operations to provide timely resolutions.

Skills & Requirements

While we have our own motivational instruments, in this digital world, we believe that to meet halfway, you must be a self-motivated and self-managed person. Also, considering our growth mindset culture, we expect from you to be open to feedback and continuous improvement.

Our HR will be sharing with you relevant Regular Expression, XML & SQL learning material so you can prepare in advance and have the answers ready for the short technical discussion. Please take your time to prepare to make sure we make good use of our time together

To be successful in this position we would like you to have:

• Relevant experience in IT: SSO, Active Directory, Identity and Access Management (Roles, Groups, Policies, Permissions), TCP/IP Networking/Firewalls knowledge;
• An understanding of API architecture, including REST principles, would be advantageous.
• Basic knowledge regarding PEPPOL Network.
• Prior experience with Splunk for monitoring or log analysis is a plus.
• The ability to lead customer calls;
• Customer and people skills;
• Strong sense of urgency and attention to detail;
• Can work per defined procedures;
• The ability to create structured documentation;
• Troubleshooting skills (considering long scripts and logs that we use);
• Support ticketing tool experience is a plus.

Required skills and behavior:

• You are customer oriented;
• You are a quick learner and you are eager to learn new things;
• Knowledge of EDI, XML, XSLT and Regular Expressions;
• Basic understanding of invoice flow between companies;
• Basic knowledge of data transfer protocols (HTTP(S), (S)FTP, OFTP2, AS2) is a plus;
• Strong customer communication skills in English, other languages are plus.
• High adaptability ; ability to quickly learn and master new, proprietary systems and technologies.

We Drive Customer Value

We Take Ownership

We Are Bold

Basware is how the world's best finance teams gain complete control of every invoice, every time. Our Invoice Lifecycle Management platform ensures end-to-end efficiency, compliance and control for all invoice transactions. Powered by invoice-centric AI – trained on over 2 billion invoices – Basware's Intelligent Automation drives real ROI by transforming finance operations. We serve 6,500+ customers globally and are trusted by industry leaders including DHL, Heineken and Sony. Fueled by 40 years of expertise with $10 trillion in total spend handled, we are pioneering the next era of finance. With Basware, Now it all just happens.

Joining Basware means you'll join a team filled with innovators, passionate about their work and enthusiastic about the industry we've pioneered. You'll work alongside highly motivated, capable, and friendly individuals who collaborate to deliver world-class solutions and services. A critical part of our culture is the high amount of trust we put into our employees—we want everyone to make a difference, so we offer flexibility in how you work, giving you the freedom and support to deliver your best results. We truly live our values where:

We Drive Customer Value , We Take Ownership and We Are Bold in everything we do, to make it all just happen for our customers.

2025

Gartner Magic Quadrant Leader for Accounts Payable Applications. Basware and Deloitte create Center of Excellence

2024

Launch of World's 1st AP-Powered GenAI

2023

Growth through acquisitions, Glantus and AP Matching

2022

Basware became a privately-held corporation in a go-private transaction led by software private equity firm Accel-KKR

2020

Recognized market leader, including Gartner Magic Quadrant. Global operations, 20+ offices worldwide

2012

Launch of cloud-based B2B platform for transaction collaboration on Basware's Network

2005

Launch of fully integrated Purchase-to-Pay solution suite

2000

Basware listed on Helsinki Nasdaq, launch of purchase management software & e-invoicing service

1992

Launch of first financial management software

1985

Basware founded in Finland