Représentant Support Helpdesk
Core
Provide Level 1 technical support to Ivalua's clients and their suppliers via phone, email, and ticketing systems, primarily for the AMER region with coverage for EMEA and APAC.
Role type
Level 1 Helpdesk Support Representative
Builds
Cloud-based procurement and spend management platform
Domain
SaaS / Enterprise Software / Procurement
Deliverable
client delivery
Required skills
Technical troubleshooting, IT Service Management (ITSM) knowledge, ITIL best practices, Ticketing tools (ServiceNow, Zendesk), Office software, Internet technologies
Preferred skills
Basic technical diagnostics outside standard scope
Responsibilities
Serve as primary technical contact for clients; Analyze, triage, and qualify incoming incidents; Resolve support tickets per operational procedures; Escalate complex incidents to Level 3 and track resolution; Maintain clear communication with clients throughout the request lifecycle; Accurately log and update incident information in ticketing platforms.
Seniority
Junior to Mid-level, hands-on IC