Job details
Job type full-time
Full job description
Overview: why consider jaggaer?
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Jaggaer* is the world`s leading provider of comprehensive source-to-pay solutionsSome of the largest commercial, manufacturing and life sciences companies and government organizations in the world trust jaggaer with billions of dollars of annual spendJaggaer 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 platformOur saas-based, source-to-settle solution provides unparalleled visibility, insights and recommendations to procurement leaders and suppliersThe result is a fluid supply chain driven by powerful spend analysis, comprehensive contract management and efficient accounts payable solutions.
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What we’re looking for: *
As a technical support specialist level 2, you are responsible for second level technical support for assigned jaggaer product linesSupport specialists maintain close relationships with key client contacts and use their technical skills to resolve application issuesYou play a key role in recommending new configurations to assist customers in achieving their organizational goalsSupport 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 mannerThe position requires excellent oral and written communication skills and exceptional analytical skills.
Principal responsibilities:
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Awesome things you’ll do: *
As part of the support team, perform technical troubleshooting and data analysis to determine root causes of software problemsProvide 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.
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.
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 a global team staffed 24/5 with on call requirementsSupport staff in our morrisville headquarters are responsible for assisting customers during designated assigned shifts primarily during us business hours.
Strong communication, presentation, documentation, and problem-solving skills.
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What does success look like?*
You are highly collaborative: you independently initiate collaborative problem-solving sessions with customers, co-workers, and other departments which result in a plan you present to the customer to meet their support needs.
You are proactive: you proactively identify gaps in your understanding and seek education through the various channels jaggaer offers including online or in person education training opportunities, knowledgebase articles, prior tickets as well as working with others on the team to expand your knowledgeSharing those lessons learned with your teammates by writing or updating knowledgebase articles.
You drive towards the customer success: you take each customer’s trouble ticket as an opportunity to build our brand by delivering exception customer service.
Represent jaggaer’s values: be passionate, humble, empathic, accountable, and transparent with the customer and co-workers to transcend the customer experience.
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About our benefits*
Jaggaer offers you a flexible schedule & an exceptional work/life balanceWe 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 benefitsAdditional benefits include education and well-being reimbursements.
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Jaggaer offers equal employment opportunities without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity, national origin, age, disability, genetic information, veteran or military status and other protected class characteristics.*
Location: 3020 carrington mill blvd,ste 100, morrisville, nc 27560
Job type: full-time
Work location: multiple locations
