Configuration Support Lead

2 months ago

pune, India Ivalua Full time

About the Team

You will be part of the Help Desk and Support Team whose mission is to provide 1st and 2nd level functional and technical support to users and Administrators, help and guide Administrators to successfully deliver enhancements, updates and upgrades of their platform. The Support Team operates with high quality standards and strong commitment to excellence and efficiency. Our customers are mostly from our installed base within the APAC region, as we are part of a larger worldwide support team. We are very customer oriented, team oriented, and take great pride in making sure our customer’s users have a “Best in Class” experience with our platform. 

Key Responsibilities:

Team management (Individual coaching, functional support, new comers onboarding, quarterly & annual evaluations) Supervision of HelpDesk activity (Quality and processing time of requests, backlogs) Contribution to improve the documentation, processes and tool for improving productivity and client satisfaction You process requests from our customer’s platform administrators or their partners who wish to adapt and configure their solution from the user interface, using all configuration tools available in the platform You work with international customers mostly from the APAC zone in English. You are required to discuss with the customer, their needs and the possibilities of implementation and will be responsible for the functional solutions provided. You may also be required to assist administrators with setting up SQL queries as part of their reporting. You will benefit from training on our IVALUA Buyer solution leading to Ivalua certification. You will be trained on our clients' applications to become a functional expert. Help configure workflows, alerts, reports and more

Skills You Need to Succeed:

5+ years’ experience in web-based software development and software configuration Solid SQL experience is required Functional knowledge of SRM, Supply Chain, and/or Procurement is a plus Self-driven, results oriented, autonomous, with strong communication and learning skills Fluent English spoken and written. English is required as we serve customers throughout APAC location and a significant majority of business is conducted in English Some travel may be necessary (occasional)  Experience in software development, primarily in C# .NET is a big plus

Preferred Education:

Bachelor’s degree Computer science, or a closely related field or foreign equivalent

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