Rsponsibilities
Ticket Management: Monitor, prioritize, and respond to tickets related to procurement processes via the ticketing platform.
Issue Resolution: Provide first-level support to resolve common procurement-related queries or issues.
User Training: Conduct training sessions for end-users to improve their knowledge and effective use of procurement systems and processes.
Process Improvement: Identify inefficiencies or recurring issues in ticketing or procurement workflows and propose improvements to streamline operations.
Escalation: Collaborate with technical teams or third-party vendors for issues requiring advanced troubleshooting or intervention.
Documentation: Maintain detailed and accurate logs of ticket updates, resolutions, and escalations in the ticketing system.
Customer Communication: Ensure clear, professional, and timely communication with internal and external stakeholders regarding ticket status and resolution.
Follow-Up: Track unresolved or pending issues to ensure prompt resolution and closure.
Qualifications
Strong organizational skills and attention to detail.
Basic knowledge of procurement processes and workflows.
Familiarity with ticketing platforms (e.g., Jira, ServiceNow, Zendesk).
Excellent communication skills, both written and verbal.
Problem-solving mindset with a focus on customer satisfaction.
Ability to deliver basic training sessions and explain technical concepts clearly to end-users.
Proactive attitude toward identifying and suggesting process improvements.
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