Technical Support Specialist Level 2

US-PA-Pittsburgh
Job ID
2017-2883
Category
Customer Support

Overview

JAGGAER is the world's leading provider of comprehensive sourse-to-pay solutions. Some of the largest Commercial, Manufacturing and Life Sciences companies in the world trust JAGGAER with billions of dollars of annual spend. Additionally, JAGGAER is the leading procure-to-pay provider in the Higher Education and Government sectors. JAGGAER 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 platform. 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 powerful spend analysis, comprehensive contract management and efficient accounts payable solutions.

 

The Technical Support Specialist Level 2 is responsible for second level technical support for assigned JAGGAER product lines.  Support Specialists maintain close relationships with key client contacts and use their technical skills to resolve application issues.  Support Specialists also play a key role in recommending new configurations to assist their customers in achieving organizational goals. Support 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 manner.  The position requires excellent oral and written communication skills and exceptional analytical skills.

Principal Responsibilities

  • As part of the support team, perform technical troubleshooting and data analysis to determine 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

Position Requirements

  • Associate or Bachelor 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 softwareand 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 team mate
  • Workflow process development is desirable
  • Must be able to communicate technical solutions to customers, production support, development and management
  • Participate in on call rotation
  • Strong communication, presentation, documentation and problem solving skills

 

About Our Benefits

We 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 generous paid time off benefits. Additional benefits include education and well-being reimbursements. 

 

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. 

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