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Pune, Maharashtra, India

Helpdesk Support Representative – English

This is an exciting opportunity to excel as a Help-Desk Support Representative in Ivalua. You will be providing first line help desk support to all our customers and suppliers in the APAC region (and affiliates from American and European customers). Rigorousness, involvement, responsiveness, good listening skills, ability to work in a team and a great sense of service are your assets for this help-desk customer support position.

About IvaluaA “Magic Quadrant” leader, Ivalua’s solutions work in a complex global economy. Our innovative Source-to-Pay solutions include automating customized workflows to source, contract, request, procure, receive, and pay for goods and services across the enterprise, refining the procurement lifecycle while reducing cost and risk of spending on indirect goods, direct goods and services, and improving supplier collaboration. All companies want the best and brightest. At Ivalua, we also want team members who have a global point of view and who bring customer-focused enthusiasm and ambition to the table. We are a company of doers, of problem solvers, of figure-it-outers. We have fun and we work hard. Ivalua is a truly global company with a diverse team of contributors and a set of core values that people can feel every day across all our offices.

About the Team: Our help-desk team are based out in Pune, Montpellie and Montreal for customers across the world, handling all levels of customer support with a follow-the-sun service. The candidate would be working closely with all the Help-desk representatives in the team providing customer support from Pune (India) but also remotely connected with our global team in Montpellier (France) and Montreal (Canada). Our team works hard, plays hard and enjoys all indoor and outdoor activities that the company organizes from time to time, so that you can focus, work collaboratively and be at your creative best.

Key Responsibilities:

• Answer customer phone calls, emails and tickets for technical support

• Analyze and qualify issues from our customers

• Resolve customer tickets in line with our procedures and internal tools

• Transfer complex requests to our maintenance team (support level 3, also located in Pune) and follow the incidents requiring greater expertise

• Communicate the progress and resolution to our customer

Skills You Need to Succeed:

• You speak several languages. You enjoy being in contact with customers and have a great sense of service

• You have a university degree with good communication skills (written and verbal) and fluently speak English, Hindi.

• 2+ years of relevant experience in the helpdesk domain, tracking and qualifying customer requests, ideally in a software environment

• We will train you for the IVALUA BUYER software package, which is the software suite for companies in the sourcing/procurement domain.

Knowledge/Skills/Tools/Languages required:

• Excellent written and verbal communication skills, Good interpersonal skills, spoken and written English.

• Good knowledge of the IT software tools (pack office, e-mails, internet and customer support tools) and interest for software applications

Desirable Skills:

• Knowledge of the procurement industry

• Multilingual – other Asian national languages would be a big plus for future projects in the APAC region

• Willing to work from Tuesday to Saturday.

Preferred Education:

• Bachelor’s (BS) degree.

For more information please visit us onwww.ivalua.comor check us out on LinkedIn.com

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