Jaggaer, LLC
Global Customer Care Analyst II (Finance)
Location US-NC-Morrisville
Job ID 2021-3357 Category Customer Support Type Regular Full-Time
Overview
Overview
JAGGAER is the world's leading provider of comprehensive source-to-pay solutions. Some of the largest commercial, manufacturing and life sciences companies and government organizations in the world trust JAGGAER with billions of dollars of annual spend. JAGGAER eProcurement and strategic sourcing customers across the globe have gained access to the best suppliers, with the best terms, on our scalable, customizable, user-friendly platform. Our SaaS-based, source-to-settle solution provides unparalleled visibility, insights and recommendations to procurement leaders and suppliers. The result is a fluid supply chain driven by powerful spend analysis, comprehensive contract management and efficient accounts payable solutions.
What We're Looking For:
As a Global Customer Care Analyst II, you are responsible for second level technical support for assigned JAGGAER product lines. Support Specialists maintain close relationships with key customer contacts and use their technical skills to resolve application issues. You will also play a key role in recommending new configurations to assist their customers in achieving organizational goals, work closely with members of the Customer Success Managers, Professional Services and Development teams to remediate reported client issues in a timely and professional manner. This position requires excellent oral and written communication skills and exceptional analytical skills.
Principal Responsibilities
Awesome things you'll do:
· Be an escalation point to Support Specialist Level 1
· Perform tasks of providing timely and accurate technical support to customers.
· Handle the responsibility of answering and responding to customer support emails, telephone calls, and voicemails.
· As part of the support team, perform technical troubleshooting and data analysis to determine root causes of software problems. Provide solutions or action plans for customers that resolve the issue.
· Analyze technical configurations, integrations, data migrations and technical installations for client systems to perform in-depth technical troubleshooting, testing, and recommend solutions. Analyze and document requirements and rules, enhancements or changes.
· Document internal and external correspondence for incident resolution including trouble shooting steps, solutions or action plans, and best practices identified by resolving the customer issue.
· Develop and maintain proficiency in the JAGGAER software solutions, solution methodologies, and core technologies.
· Assist with training new team members.
· Participate in internal meetings such as implementation transition meetings for new customers and sprint reviews and report back to Support Team.
What does success look like?
· You understand our clients and work to ensure their needs are met. You engage with our clients and immerse yourself in their problems and challenges. You understand their work environments and how our products help them achieve their goals. You display empathy to our clients regardless of their situation
· You understand the differences of our products and internal processes which require collaboration among multiple departments in the organization
· You drive to consistently meet defined SLAs and focus on achieving KPIs throughout the year
· You continue to enhance your knowledge of the platform as new functionality becomes available with our major releases
Position Requirements
What you will bring:
· Associate or bachelor's degree.
· 3+ years of experience working with software applications in a Software-as-a-Service web-based environment preferred.
· Thrive in a front line, direct customer contact role communicating via phone, email, online meeting, desktop sharing, and video conferencing software and other channels, such as chat and social media, that may develop over time.
· Microsoft Excel and PC/web browser troubleshooting expertise required.
· Understanding of database concepts, for example, general SQL query constructs.
· Salesforce.com, XML and/or Splunk experience preferred.
· Ability to learn complex software – committed to being a lifelong learner.
· Ability to create, follow and execute documented procedures – create knowledgebase articles/content.
· Ability to work on multiple projects under tight time constraints – multitasking is an essential element of this role.
· Excellent analytical and problem-solving skills.
· Ability to work independently and be a great teammate.
· Workflow process development is desirable.
· Must be able to communicate technical solutions to customers, production support, development and management.
· Participate in on call rotation.
· Strong communication, presentation, documentation and problem-solving skills.
About Our Benefits
JAGGAER offers you a flexible schedule & an exceptional work/life balance. We offer a generous benefits package including employee and family health, dental and vision coverage, reimbursement accounts for eligible medical expenses; company-paid life insurance, AD&D, short-term and long-term disability benefits; retirement plan with company match and plentiful paid time off benefits. Additional benefits include educationand well-being reimbursements.
JAGGAER is anEqual Opportunity/Affirmative Action employer and will considerall applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
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