Senior Application Support Engineer - CST

GEP is a diverse, creative team of people passionate about procurement. We invest ourselves entirely in our client’s success, creating strong collaborative relationships that deliver extraordinary value year after year. Our clients include market global leaders with far-flung international operations, Fortune 500 and Global 2000 enterprises, leading government and public institutions. 

We deliver practical, effective services and software that enable procurement leaders to maximise their impact on business operations, strategy and financial performance. That’s just some of the things that we do in our quest to build a beautiful company, enjoy the journey and make a difference. GEP is a place where individuality is prized, and talent respected. We’re focused on what is real and effective. GEP is where good ideas and great people are recognized, results matter, and ability and hard work drive achievements. We’re a learning organization, actively looking for people to help shape, grow and continually improve us.

Are you one of us?

GEP is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, national origin, religion, sex, disability status, or any other characteristics protected by law. We are committed to hiring and valuing a global diverse work team.

For more information please visit us on GEP.com or check us out on LinkedIn.com.

You will take ownership & drive to bring all issues to pertaining to specific client to closure. You will troubleshoot across environments & will be responsible for their monitoring,optimization & performance tuning. Responsibilities include but are not limited to:

• Providing inputs to the team leads for the status update calls with the key stakeholders from the client side.
• Develop a sound understanding of the organizational policies, procedures and Procurement tools and implementiton a day-to-day basis.
• Provide technical assistance via phone, email and WebEx to clients across the globe for eProcurement tools.
• Proactively communicate issue status in a timely way to the clients and the management.
• Take ownership of issues until they are successfully resolved. Ensuring the timely resolution to meet our ‘ServiceLevel Objectives’(SLOs).
• Answering inbound calls of clients as per the SLA`s and ensure resolution on call-first fix.
• Making outbound calls to clients if process demands so.
• Ensuring complete documentation with the ticketing system for ease of reporting and follow up as per the process.
• Efficiently and concisely document support calls/email support inquiries and resolution into the company’s tracking system, practicing ITIL concepts.
• Filing ‘Solutions’ and ‘Problem Reports’. Co-coordinating with various concerned departments to ensure the dynamic fixture of bugs and issues.
• Analysis of issues, collecting of right information.
• Perform special projects as requested by the Manager.
• Deliver product training courses to customers and internal staff.
• Develop a strong professional rapport with assigned customer accounts to help build our business.
• Ensure customer feedback as per the set standardc of the company.
• Practice process improvements as defined.
• Perform UAT`s as required and ensure complete documentation as defined – over the weekends.

• Excellent communication skills – written and verbal.
• Analytical aptitude and business acumen.
• Excellent follow up & coordination skills.
• Knowledge of computer software applications, MS Excel, Word & Power Point (PF).
• ITIL Certification / Training skills
• Know how of Procurement or Supply Chain management