• Global Customer Care Analyst (Technical Customer Support Rep)

    Location US-NC-Morrisville
    Job ID
    Customer Support
    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 1st tier technical troubleshooting support via the phone and ticketing system for assigned JAGGAER product lines. Global Customer Care Analysts maintain close relationships with supplier and client contacts and use their technical skills to resolve software application issues. Additionally daily responsibilities include documentation and enhancement of assigned technical standards in support of Global Customer Care processes.


    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

    • Develop and maintain proficiency in the company’s software solutions, solution methodologies, and core technologies
    • Develop and maintain knowledge of procurement operations related to JAGGAER’s products.  These include supply procurement processes, supplier on-boarding and maintenance, sourcing, and settlement processes.
    • Support customers in the use of features and functions of our technology suite.
    • Understand how clients and suppliers are using JAGGAER software to provide effective support.
    • Communicate professionally and effectively with clients, suppliers, and peers to ensure support issues are quickly and efficiently resolved and status provided.
    • 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 client and supplier’s issue.
    • Ability to create, follow and execute documented procedures, and create knowledgebase articles/content.
    • Manage multiple support issues and deadlines simultaneously.

    Position Requirements

    • Bachelor’s Degree required; Supply Chain or Management Information Systems preferred
    • Preferred 1 year experience troubleshooting software applications in a Software as a Service web-based environment, such as a help desk or data management team.
    • 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
    • Must be detail-oriented, well organized, and able to work in a fast-paced environment. 
    • Strong communication, presentation, documentation and problem solving skills.
    • Ability to act independently, take initiative and drive tasks and issues to resolution.
    • Experience with XML a plus.
    • Experience with SalesForce a plus
    • Experience with IVR systems a plus.
    • Multi-lingual in Spanish, Portuguese, French, or Chinese 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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