Develop a sound understanding of the organizational policies, procedures and eProcurement tools and implement it on a day to day basis
Provide technical assistance via phone, email and webex to clients, across the globe for eProcurement tools
Proactively communicate issue status in a timely way to the clients and the management.
Take ownership of issues until they are successfully resolved. Ensuring the timely resolution to meet our Service Level Objectives’ (SLOs)
Answering inbound calls of clients as per the SLA s and ensure resolution on call first fix
Making outbound calls to clients if process demands so
Ensuring complete documentation with the ticketing system for ease of reporting and follow up as per the process
Efficiently and concisely document support calls / email support inquiries and resolution into the company’s tracking system, practicing ITIL concepts
Filing Solutions’ and Problem Reports’. Co-coordinating with various concerned departments to ensure the dynamic fixture of bugs and issues
Analysis of issues, collecting of right information
Willingness to learn
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
Ensure customer feedback as per the set standards of the company
Practice process improvements as defined
Assist Sales and professional services teams in terms of trainings of products and troubleshooting.
Developing training material if need be and updating it on a timely basis
Functioning as a core part of the team, aligning individual activities to meet the goals of the team and organization at large
Understand cultural diversity and apply them to build client trust
Excellent communication written and verbal
Knowledge of English and German language (both spoken and written)
Analytical aptitude and business acumen
Excellent follow up & coordination skills
Knowledge of computer software applications, MS Excel, Word & PowerPoint (PF)
Team player, high motivation, positive, can-do attitude, flexibility and adaptable to changing situations, flexible, self-starter
GEP benefits : Above standard starting salary, Language courses, Extra vacation days, Lunch vouchers, Sick days, Contribution to Pension or Life insurance, Multi-sport cards and Home office.
GEP cares about people : We provide training, mentoring programs and career development plans to invest on our people.
GEP is fun : A fully renewed and modern office in the center of Prague, hosts an open, friendly and multicultural atmosphere with different nationalities.
GEP is growing : By adding new customers and providing new services, we have managed to consistently increase our turnover by double digits over the last couple of years.