Provide expert guidance to end-users on PR, PO, AP & VMD process as well as 'How To' type help requests;
Provide assistance to customer's end-users on PR, PO, AP & VMD process issues and 'stuck' transactions;
Provide e-mail and chat support in the agreed areas with English language.
Redirect queries received but not in scope of helpdesk to other support areas according to agreed procedures (which may in some cases require the helpdesk to raise a technical ticket).
Manage in-scope queries through to resolution and update the ticketing system throughout.
Find opportunities for efficiency improvements of helpdesk processes including LEAN methodology and automation where feasible.
Recommend target updates to training or help materials and new training requirements based on high frequency calls to helpdesk (type of call, business areas etc.
with the aim of reducing helpdesk calls and increasing the percentage of self-service.
Maintain helpdesk scripts and standard operating procedures for team to ensure up to date with the latest service requirements and any tool changes / enhancements.
Minimum Qualifications :
Very good written and verbal English and French language skills.
Should have good attention to details and self-discipline, possessing the ability to connect the dots.
Demonstrated intellectual curiosity and ownership mentality, displays a willingness to challenge the status quo leading to the creation and implementation of excellent processes.
Demonstrates the ability to think at the goal level (smart, agile, demonstrates common sense).
Interpersonal skills and the capacity to work independently and with a team.
Previous experience in the AP and query resolution / Helpdesk fields represents an advantage for future applicants.
What can we offer?
Stable job offers - employment contract
Work in a multicultural and diverse environment with employees from over 30 countries
Genpact supports professional trainings and great career development opportunities
Free access to our award-winning learning platform
Benefits such as Meal Tickets, Medical Services, Insurance, additional vacation days or partner discounts