Senior Application Support Specialist

hace 2 semanas


San José, San José, Costa Rica Gep Worldwide A tiempo completo
Job Overview

GEP Worldwide is a dynamic and innovative company that excels in procurement solutions. As a Senior Application Support Specialist, you will be part of a passionate team dedicated to delivering exceptional value to our clients.

About the Role

We are seeking an experienced professional with excellent communication skills to provide technical assistance via phone, email, and WebEx to clients across the globe for eProcurement tools. The ideal candidate will take ownership of issues until they are successfully resolved, ensuring timely resolution to meet our Service Level Objectives (SLOs). Key responsibilities include:

  • Providing inputs to the team leads for the status update calls with key stakeholders from the client side.
  • Developing a sound understanding of organizational policies, procedures, and Procurement tools to implement on a day-to-day basis.
  • Providing technical assistance via phone, email, and WebEx to clients across the globe for eProcurement tools.

The successful candidate will also be responsible for ensuring complete documentation with the ticketing system for ease of reporting and follow-up as per the process, efficiently documenting support calls/email support inquiries and resolution into the company's tracking system, practicing ITIL concepts, and filing 'Solutions' and 'Problem Reports.' Additionally, they will co-coordinate with various concerned departments to ensure the dynamic fixation of bugs and issues, perform special projects as requested by the Manager, deliver product training courses to customers and internal staff, develop a strong professional rapport with assigned customer accounts to help build our business, and ensure customer feedback as per the set standard of the company.

Requirements

To be considered for this role, you must have:

  • Excellent communication skills – written and verbal.
  • Analytical aptitude and business acumen.
  • Excellent follow-up & coordination skills.
  • Knowledge of computer software applications, MS Excel, Word & Power Point.
  • ITIL Certification / Training skills.
  • Knowledge of Procurement or Supply Chain management.
What We Offer

We offer a competitive salary range of $80,000 - $120,000 per annum, depending on experience, along with opportunities for growth and development within the company.



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