Descrierea jobului
Respond to Supplier Onboarding tickets (“Contact Us”) and support interactions captured in Pega.
Provide navigation and process support across Ariba SLP and Relish.
Guide suppliers through standard onboarding steps, form completion and documented data requirements.
Conduct supplier walkthroughs for standard onboarding scenarios, including scheduled support where language or process assistance is needed.
Provide basic field guidance when selection logic is documented and does not require interpretation of a non-standard business scenario.
Resolve common invitation, access, login, navigation and form-completion issues.
Provide onboarding status updates and explain the documented next action required to progress the request.
Identify missing information and clearly communicate what the supplier needs to provide.
Use approved knowledge, decision trees and scripts to provide consistent support across regions and languages.
Escalate non-standard setup questions, urgent requests, stuck/problematic onboarding and issues requiring business-rule interpretation to Regional Tier 2 Supplier Onboarding.
Capture complete ticket notes, issue category and disposition in Pega to support handoff quality, reporting and continuous improvement.
Fluent German/French/Italian/Spanish/Portuguese and English (written and spoken).
1-3 years of experience in customer support, supplier enablement, shared services, service desk or a comparable high-volume support environment.
Strong customer-service orientation and confidence supporting external suppliers as well as internal client requesters.
Ability to become highly proficient in Pega, Ariba SLP and Relish; experience with enterprise workflow or supplier platforms is preferred.
Strong written and verbal communication skills with the ability to explain process requirements simply and consistently.
Ability to follow documented business rules, knowledge and escalation criteria without over-escalating standard questions.
Strong documentation discipline and comfort working against ticket queues, SLAs, quality measures and productivity targets.
*Hybrid working model: 2 days per week from the office and 3 days per week working from home (WFH), in line with business requirements and company policy.
