Take a step forward and let Edenred surprise you.
Every day, we deliver innovative solutions to improve the life of millions of people, connecting employees, companies, and merchants all around the world.
We know there are hundred ways for you to grow. With us, you will expand your skills in a multicultural, challenging, and dynamic environment.
Dare to join Edenred and get ready to thrive in a global company that will offer you endless opportunities.
Edenred is all about meritocracy. You come as you are, and you contribute. Indeed, the Edenred Group recognizes, recruits and develops all talents and singularities.
We are committed to preventing all forms of discrimination and to providing all our candidates with equal opportunities regardless of their gender and gender expression, disability, origin, religious belief and sexual orientation or any other criteria.
Revolutionize B2B Payments with Edenred Pay USA
Join our team and be part of a company that's transforming the way businesses pay and get paid.
At Edenred Pay USA, we're leaders in innovative B2B payment solutions. Our platform streamlines accounts payable processes, eliminating inefficiencies and empowering Accounts Payable (AP) teams to focus on strategic initiatives.
As part of the global Edenred family, we offer a dynamic and inclusive work environment, a commitment to employee well-being and professional growth, and opportunities to drive innovation in the payment industry.
Why Join Us?
- Company-Paid Benefits: We offer 100% company-paid medical coverage for employee-only plans, life insurance, AD&D insurance, and long-term and short-term disability.
- Other Benefits Offered: Dental, Vision, Critical Illness, Hospital Indemnity, Flexible Spending Account, and Accident.
- Competitive Pay: Starting salary from $75,000, with 10% bonus
- Retirement Benefits: Take advantage of our 401K plan with a generous employer match of up to 5%.
If you're passionate about innovation and want to make a meaningful impact, join us at Edenred Pay USA.
Job Summary:
As Technical Support Process Analyst, you will oversee and hold accountability on the technical support ticketing process. You will leverage JIRA for efficient ticket management, ensuring clear communication, technical aptitude, and effective resolution of issues. The role emphasizes support toolchain design and fosters a culture of self-sufficiency, continuous improvement, and seamless technical operations. Additionally, you will provide direct technical support to internal users for desktop hardware and software applications, ensuring a high level of user satisfaction and productivity.
Essential Functions: Duties and Responsibilities
- Knowledgeable about the Technical Support team and organizational structure, processes, and expectations
- Maintain process operations within Technical Support team, focusing on incident response and tracking timely resolution and effective communication within SLAs
- Manage & iteratively improve upon a framework for identifying, prioritizing, and measuring the impact of process improvement and automation initiatives across departments, aligning with overall business strategic goals
- Proactively research and identify emerging process technologies, propose innovative solutions, and address organizational challenges that drive future efficiencies
- Troubleshoot and resolve hardware and software issues in a timely and effective manner, escalating complex problems to the appropriate IT teams when necessary
- Provide onsite support for peripherals such as printers, scanners, and other connected devices
- Assist users with account lockouts, password resets, and other access-related issues
- Collaborate with other IT team members on projects and initiatives as needed
- Promote a culture of collaboration, innovation, and continuous learning
- Responsible for creating Technical Support operations, procedures and best practices for Invoice workflows based on existing workflows in Payment Automation
- Act as primary point of contact for workflow questions and partner directly with VP, Business Intelligence & Product Support to drive process improvements
- Perform other related duties as assigned
Required Skills/Abilities:
- Proven track record of successfully building and maintaining IT teams’ workflows
- Excellent verbal and written communication skills
- Excellent interpersonal and customer service skills with a focus on providing positive user experiences
- Excellent organizational skills and attention to detail, particularly in asset management and documentation
- Excellent time management skills with the ability to prioritize tasks and respond to support requests efficiently
- Strong analytical and problem-solving skills to diagnose and resolve technical issues
- Ability to work independently and as part of a team
- Ability to function well in a fast-paced environment and maintain composure under pressure
- Proficient with Windows operating systems, desktop hardware, and standard office productivity applications (e.g., Microsoft Office Suite)
- Basic understanding of network concepts and troubleshooting
Education and Experience:
- Bachelor’s degree in information technology or a related field, or equivalent practical experience in a desktop or software support role
A minimum of 2 years in a desktop or software support role. Prior experience driving accountability outside of a formal reporting relationship preferred.
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer
- Must be able to lift to 15 pounds at times.
- Must possess the physical and mental abilities to perform the tasks normally associated with an office position that involves standing, sitting, reaching, manual dexterity to operate office machines, stooping, bending to handle files and supplies, and mobility to complete errands or deliveries.
- May work at computer monitors for prolonged periods with danger of eye strain and muscle pain.
EEO Statement:
The employment policy of Edenred is to provide merit-based equal opportunity to all persons. No employee or applicant for employment will be discriminated against because of membership in any Federal, State or Local legally protected classes. Edenred is committed to providing reasonable accommodation to individuals with disabilities. To request reasonable accommodation in the application process, contact [email protected].
Apply now and Vibe with Us!
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What We Do
Edenred is a leading digital platform for services and payments and the everyday companion for people at work, connecting 60 million users and 2 million partner merchants in 45 countries via close to 1 million corporate clients.
Edenred offers specific-purpose payment solutions for food (such as meal benefits), incentives (such as gift cards, employee engagement platforms), mobility (such as multi-energy, maintenance, toll, parking and commuter solutions) and corporate payments (such as virtual cards).
True to the Group’s purpose, “Enrich connections. For good.”, these solutions enhance users’ well-being and purchasing power. They improve companies’ attractiveness and efficiency, and vitalize the employment market and the local economy. They also foster access to healthier food, more environmentally friendly products and softer mobility.
Edenred’s 12,000 employees are committed to making the world of work a connected ecosystem that is safer, more efficient and more responsible every day.
In 2022, thanks to its global technology assets, the Group managed some €38 billion in business volume, primarily carried out via mobile applications, online platforms and cards.
Edenred is listed on the Euronext Paris stock exchange and included in the following indices: CAC 40, CAC 40 ESG, CAC Large 60, Euronext 100, Euronext Tech Leaders, FTSE4Good and MSCI Europe.
Our employees vibe with a passion for customer service, respect, imagination, simplicity and the entrepreneurial spirit that are Edenred’s values. For everyone who wants to experience that vibe, who needs it in their professional life, we want to be the best company to come and work and develop each person who takes part in the Edenred adventure
