JAGGAER 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 1,300+ 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
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 resolving the customer issue.
• Develop and maintain proficiency in the JAGGAER software solutions, solution methodologies, and core technologies.
• Develop valuable habits for managing caseloads, keeping cases and clients up to date and closing cases on a regular basis.
• Participate in internal meetings such as implementation transition meetings for new customers and sprint reviews and report back to Support Team.
Position Requirements
• Associate or bachelor’s degree
• 3 years of experience working with software applications - Software-as-a-Service web-based environment preferred.
• Thrive in a front line, direct customer contact role communicating via phone,