Associate GCC Analyst

Jaggaer; Hyderabad; On-site; INR 500,000 - 900,000; Full time

Job summary

Jaggaer in Hyderabad, India, is seeking a proactive Support Analyst to troubleshoot software issues, perform data analysis, and guide customers toward effective resolutions across a SaaS platform.

You will collaborate in a global 24/5 team, communicate complex technical concepts clearly, and develop knowledgebase content while learning Jaggaer solutions.

Qualifications

• 3 years of experience working with software applications in a SaaS/web-based environment.
• Front-line customer contact experience via phone, email, online meeting, and chat.
• Able to troubleshoot using Excel and web browser tools; comfortable with databases and SQL queries.

Responsibilities

• Perform technical troubleshooting and data analysis to identify root causes of software problems reported through support cases or calls.
• Analyze configurations, integrations, data migrations, and installations for in-depth troubleshooting and testing.
• Document requirements, rules, enhancements, or changes and record solutions and best practices.

Skills

Troubleshooting

Data analysis

Customer support

Communication

Multitasking

Teamwork

Lifelong learner

Education

Associate or bachelor’s degree

Tools

SQL

XML

Splunk

Excel

Job description

JAGGAER provides an intelligent Source-to-Pay and Supplier Collaboration Platform that empowers organizations to manage and automate complex processes while enabling a highly resilient, responsible, and integrated supplier base. With 30 years of expertise, we specialize in solving complex procurement and supply chain challenges across various industries.

Our 1,300+ global employees are obsessed with ensuring customers get full value from our products - ultimately enhancing and transforming their businesses.

Principal Responsibilities

• Perform technical troubleshooting and data analysis to identify the root causes of software problems reported through the support portal web cases and telephone calls. Assist customers in resolving the issue within the target service level agreement by providing solutions or action plans.
• Analyze technical configurations, integrations, data migrations and technical installations for client systems to perform in-depth technical troubleshooting, testing, and recommend solutions.
• Analyze and document requirements and rules, enhancements, or changes.
• Document internal and external correspondence for incident resolution including trouble shooting steps, solutions or action plans, and best practices identified by resolving the customer issue.
• Develop and maintain proficiency in the JAGGAER software solutions, solution methodologies, and core technologies.
• Develop good habits for managing caseloads, keeping cases and clients up to date and closing cases on a regular basis.
• Participate in internal meetings such as implementation transition meetings for new customers and sprint reviews and report back to Support Team.

Position Requirements

• Associate or bachelor s degree
• 3 years of experience working with software applications - Software-as-a-Service web-based environment preferred.
• Thrive in a front line, direct customer contact role communicating via phone, email, online meeting, desktop sharing, and video conferencing software and other channels, such as chat and social media, that may develop over time.
• Microsoft Excel and PC/web browser troubleshooting expertise required.
• Understanding of database concepts, for example, general SQL query constructs.
• com, XML and/or Splunk experience preferred.
• Ability to learn complex software - committed to being a lifelong learner.
• Ability to create, follow and execute documented procedures - create knowledgebase articles/content.
• Ability to work on multiple projects under tight time constraints - multitasking is an essential element of this role.
• Excellent analytical and problem-solving skills.
• Ability to work independently and be a great teammate.
• Workflow process development is desirable.
• Must be able to communicate technical solutions to customers, production support, development, and management.
• Participate in a Global Team staffed 24/5 with on call requirements. Our team is responsible for assisting customers during designated assigned shifts primarily during US business hours.
• Strong communication, presentation, documentation, and problem-solving skills

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.