Global Customer Care Analyst (Supplier/Customer Technical Support 1st & 2nd line)

ABOUT JAGGAER: JAGGAER is a proven industry leader in comprehensive sourcing & procurement solutions. 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 robust spend analysis, comprehensive contract management, and efficient accounts payable solutions. WHAT WE ARE LOOKING FOR: As a Global Customer Care Analyst, you are responsible for first-level technical support for assigned JAGGAER product lines. Support Analysts maintain close relationships with key client contacts and use their technical skills to resolve application issues. You play a crucial role in recommending new configurations to assist customers in achieving their organizational goals. Global Customer Care Analysts work closely with Customer Success, Professional Services, and Development team members to remediate reported client issues promptly and professionally. The position requires excellent oral and written communication skills and exceptional analytical skills. This job can be fully remote or hybrid in our London office ROLE RESPONSIBILITIES:

• As part of the support team, perform technical troubleshooting and data analysis to determine the root causes of software problems. Provide 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.

WHAT YOU WILL BRING:

• 1-3 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, video conferencing software and other channels, such as chat and social media, that may develop over time.
• 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 essential to this role.
• Excellent analytical and problem-solving skills.
• Ability to work independently and be a great teammate.
• Workflow process development is desirable.
• Must communicate technical solutions, production support, development, and management to customers.
• Strong communication, presentation, documentation, and problem-solving skills.

SUCCESS IN THIS POSITION:

• You are highly collaborative: You independently initiate collaborative problem-solving sessions with customers, co-workers, and other departments, resulting 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, and prior tickets, and working with others on the team to expand your knowledge. Sharing those lessons learned with your teammates by writing or updating knowledgebase articles.
• You drive towards 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.

EEO: JAGGAER is a proud equal opportunity/affirmative action employer supporting workforce diversity. We do not discriminate based upon race, ethnicity, ancestry, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), marital status, caregiver status, sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, genetic information, military or veteran status, mental or physical disability, or other applicable legally protected characteristics. ACCESSIBILITY: JAGGAER is committed to providing access and reasonable accommodation to applicants. If you are a qualified individual with a disability or a disabled veteran and you think you may require an accommodation for any part of the recruitment process, please send a request to: hruki&nordics@jaggaer.com. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.