Company Overview:
What you will do:

• Develop a sound understanding of the organizational policies, procedures and e Procurement tools and implement it on a day to day basis
• Provide technical assistance via phone, email and webex to clients, across the globe for e Procurement tools
• Proactively communicate issue status in a timely way to the clients and the management.
• Take ownership of issues until they are successfully resolved. Ensuring the timely resolution to meet our ‘Service Level Objectives’ (SLOs)
• Answering inbound calls of clients as per the SLA`s and ensure resolution on call – first fix
• Making outbound calls to clients if process demands so
• Ensuring complete documentation with the ticketing system for ease of reporting and follow up as per the process
• Efficiently and concisely document support calls/email support inquiries and resolution into the company’s tracking system, practicing ITIL concepts
• Filing ‘Solutions’ and ‘Problem Reports’. Co-coordinating with various concerned departments to ensure the dynamic fixture of bugs and issues
• Analysis of issues, collecting of right information
• Willingness to learn
• Perform special projects as requested by the Manager
• Deliver product training courses to customers and internal staff
• Develop a strong professional rapport with assigned customer accounts to help build our business
• Ensure customer feedback as per the set standards of the company
• Practice process improvements as defined
• Perform UAT`s as required and ensure complete documentation as defined – over the weekends • Assist Sales and professional services teams in terms of trainings of products and troubleshooting. Documentation of FAQ`s and maintaining the repository
• Developing training material if need be and updating it on a timely basis
• Functioning as a core part of the team, aligning individual activities to meet the goals of the team and organization at large
• Understand cultural diversity and apply them to build client trust

What you should bring:

• Excellent communication – written and verbal
• Knowledge of English and Spanish language (both spoken and written)
• Analytical aptitude and business acumen
• Excellent follow up & coordination skills
• Knowledge of computer software applications, MS Excel, Word & Power Point (PF)
• Valid work permit for the Czech Republic

• Customer Support experience
• ITIL Certification
• Knowhow of Procurement or Supply Chain management