Helpdesk Support Representative
Core
First-line technical support for customers and suppliers across AMER, EMEA, and APAC regions via phone, email, and ticketing channels.
Role type
Helpdesk Support Representative (Tier 1)
Builds
Customer support experiences for Ivalua's cloud-based procurement platform
Domain
SaaS / Procurement / IT Support
Deliverable
client delivery
Required skills
Technical troubleshooting, ITSM frameworks, ITIL best practices, Ticketing tools (ServiceNow, Zendesk), Cross-cultural communication
Preferred skills
Bachelor's or Master's degree, 2+ years experience, Fluency in English and French
Technologies
ServiceNow, Zendesk, IVALUA BUYER software suite
Responsibilities
Analyze and triage incoming technical inquiries, Resolve support tickets per operational procedures, Escalate complex incidents to Tier 3, Log and track issue details in ticketing platforms, Perform basic technical troubleshooting
Seniority
Mid-level, hands-on IC