Jagger

  • Global Customer Care Analyst

    Location US-PA-Malvern
    Job ID
    2018-2948
    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 Global Customer Care Analyst is responsible for technical support for assigned JAGGAER product lines. Global Customer Care Analysts maintain close relationships with key client contacts and use their technical skills to resolve application issues. Global Customer Care Analysts also play a key role in recommending new configurations to assist their customers in achieving organizational goals. Global Customer Care Analysts work closely with members of the Customer Success Managers, Professional Services and Development teams to remediate reported issues in a timely and professional manner. The position requires excellent oral and written communication skills and exceptional analytical skills.

    Principal Responsibilities

    • Become a recognized expert in the JAGGAER technology suite.
    • Support customers in the use of features and functions of our technology suite.
    • Understand how customers are using JAGGAER software to provide effective support.
    • Track, manage, and escalate support issues within the team, participating in a 24/7/365 on-call rotation.
    • Communicate professionally and effectively with clients and peers to ensure support issues are quickly and efficiently resolved.
    • Communicate status updates to customers and internal project managers.
    • Read, analyze, and interpret technical data for spend analytics, e-RFIs, e-RFQs, e-RFPs, and e-auctions.
    • Implement continuous improvements/ standardization to ensure a highly repeatable and consistent process.
    • 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.
    • Ability to create, follow and execute documented procedures, and create knowledgebase articles/content.
    • Manage multiple support issues and deadlines simultaneously.

    Position Requirements

    • 1+ year providing support to internal/external clients in a Help Desk environment or on a Data Management team or on an Operations team helpful
    • Bachelor’s Degree required; Supply Chain or Management Information Systems preferred
    • Enthusiastic and ambitious team player
    • Logical approach to problem solving
    • Proficient in Windows based application, MS SQL, Word, Excel, Access, PowerPoint, Internet Explorer. SaaS a plus
    • Ability to work independently.
    • Excellent communication skills.
    • Experience with SalesForce a plus
    • Experience with IVR systems a plus.

     

     

    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 reimbursement benefits.

     

     

    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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