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, 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

• 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.

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.

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.

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 Intelligent Invoice Lifecycle Management Platform ensures end-to-end efficiency, compliance and control for all invoice transactions. Powered by the world's most sophisticated 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 specialized expertise with $10+ trillion in total spend handled, we are pioneering the next era of finance.

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.

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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