Jagger

  • Technical Support Specialist Level 2

    Location US-NC-Morrisville
    Job ID
    2018-2943
    Category
    Customer Support
    Type
    Regular Full-Time
  • Overview

     

    JAGGAER is the world's leading provider of comprehensive source-to-pay solutions. Some of the largest Commercial, Manufacturing and Life Sciences companies in the world trust JAGGAER with billions of dollars of annual spend. Additionally, JAGGAER is the leading procure-to-pay provider in the Higher Education and Government sectors. 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.

     

    The Technical Support Specialist Level 2 is responsible for second level technical support for assigned JAGGAER product lines.  Support Specialists maintain close relationships with key client contacts and use their technical skills to resolve application issues.  Support Specialists also play a key role in recommending new configurations to assist their customers in achieving organizational goals. Support Specialists 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.  The position requires excellent oral and written communication skills and exceptional analytical skills.

    Principal Responsibilities

    • Responsible for the successful technical analysis and resolution of client reported incidents related to software problems.
    • As part of the support team, perform technical troubleshooting, and data analysis to determine root causes of software problems. Define and implement problem resolution.
    • Work directly with clients to conduct analysis of technical configurations, integrations, data migrations and technical installations for client systems, in order to perform in-depth technical troubleshooting, and recommend appropriate work-around(s) and solutions. Includes analyzing and documenting requirements and rules and updating with enhancements or changes made.
    • Document all internal and external correspondence related to incident resolution. Document solutions, procedures and standards for clients as well as internal use.
    • Develop and maintain proficiency in the company's software solutions, solution methodologies, and core technologies.
    • Assists in training new team members on the product and support processes.
    • Participate in internal implementation transition meetings for new customers.
    • Develop and maintain assigned technical standards for use in client and internal projects. Typical standards include familiarization and use of cXML and Java. Trouble-shooting and documentation of integration with Client Systems such as Oracle, SAP, Ariba, PeopleSoft, etc.
    • Develop and maintain knowledge of procurement operations related to JAGGAER’s products. These include supply procurement processes, laboratory chemical, supplies and substance inventory management and tracking, and settlement processes.

    Position Requirements

    • Associate or Bachelor’s degree preferred
    • Ability to learn complex software
    • Ability to work on multiple projects under tight time constraints
    • Excellent analytical and problem solving skills
    • Ability to work both independently and as an effective team member
    • Preferred 3 years of experience in working with software applications in a client environment
    • Proficient in system analysis, procedure analysis, and problem resolution is required.
    • Business automation and workflow process development is desirable.
    • Proficient in the elements required in implementing software applications within a client's environment, including software configuration, determining business requirements, data initialization, data migration, system integration/data interface, and equipment and application installation and set-up.
    • Must be able to communicate technical solutions to customers and Sr. Management.
    • Strong communication, presentation, documentation and problem solving skills.
    • Strong XML and programming concepts (Java) preferred.

     

    About Our Benefits  

    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 generous paid time off benefits. Additional benefits include education and well-being reimbursements. 

     

    JAGGAER is an Equal Opportunity/Affirmative Action employer and will consider all 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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