Overview

ABOUT JAGGAER:

JAGGAER is a proven industry leader of 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 powerful spend analysis, comprehensive contract management and efficient accounts payable solutions.

What We're Looking For:

As a Technical Support Specialist Level 2, you are 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. You play a key role in recommending new configurations to assist customers in achieving their 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

ROLE 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

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 requirements. Support 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.

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 knowledge. Sharing 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.

WHAT WE OFFER:

We strive to support our Rockstar's & their families. Your health & wellbeing are important. JAGGAER offers a variety of programs to help you manage your overall wellness and be your best self.

At JAGGAER you'll find great medical plans, adoption benefits, wellness reimbursement, generous parental leave, 401(k) match, a flexible work environment, no limit vacation days for exempt employees and much more!

OUR VALUES:

Our values are at the core of who we are at JAGGAER. You will see these values entrenched in how we support our customers, work with team members, build our products and in the culture we've created.

Passion: Our team is passionate about the work we do and the impact we're making.

Humility: We respect and learn from our teammates in pursuit of the larger company mission - to simplify procurement with a relentless customer focus.

Empathy: We constantly seek to understand the perspectives of teammates, customers, partners, and other members of our community.

Transparency: We're clear about our plans, processes, and goals so nothing comes as a surprise.

Accountability: We measure ourselves against the expectations of our customers and stakeholders, as well as our community at large.

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: [email protected] All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.