Overview
About JAGGAERJAGGAER provides an intelligent Source-to-Pay and Supplier Collaboration Platform that empowers organizations to manage and automate complex processes while enabling a highly resilient, responsible, and integrated supplier base. With 30 years of expertise, we specialize in solving complex procurement and supply chain challenges across various industries.
Our 1,200+ global employees are obsessed with ensuring customers get full value from our products—ultimately enhancing and transforming their businesses.For more information, visit www.jaggaer.com
Our Customer Care Analyst is responsible for providing technical support for assigned JAGGAER product lines. Customer Care 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. Customer Care Analysts work closely with members of the Customer Success Managers, Professional Services,
and Development team to remediate reported client issues in a timely and qualified manner. The position requires excellent oral and written communication skills and exceptional analytical skills.
Principal Responsibilities
Perform technical troubleshooting and data analysis to identify the root causes of software problems reported through the support portal web cases and telephone calls. Assist customers in resolving the issue within the target service level agreement by providing solutions or action plans.
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 resolvi