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Customer Support Analyst with French in Prague, Czech Republic

GEP Worldwide

Company Overview

GEP delivers transformative supply chain solutions that help global enterprises become more agile and resilient, operate more efficiently and effectively, gain competitive advantage, boost profitability and increase shareholder value.

A leader in multiple Gartner Magic Quadrants, GEP’s cloud-native software and digital business platforms consistently win awards and recognition from industry analysts, research firms and media outlets, including Gartner, Forrester, IDC and Spend Matters. GEP is also regularly ranked a top supply chain consulting and strategy firm, and a leading managed services provider by ALM, Everest Group, NelsonHall, IDC, ISG and HfS, among others.

Headquartered in Clark, New Jersey, GEP has 21 offices and operations centers across Europe, Asia, Africa and the Americas. Our European presence is represented by our offices in London, Prague, Cluj-Napoca, Frankfurt and Eindhoven.

Our vision is to build an enterprise where everyone contributes to making GEP better, more interesting, more satisfying place to be, and a better place to spend a significant part of our lives. We call it “the beautiful company”.

GEP is different. It’s a place where individuality is prized, and talent respected. We recognize people who make a genuine difference by rewarding them well. We’re a learning organization, actively looking for people to help shape, grow, and continually improve us.

Join us if you are one of us.

What you will do

Ownership and drive to bring all issues pertaining to specific clients to a closure:
• 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 eProcurement
tools and implement it on 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 ‘Service Level Objectives’ (SLOs)
• Answering inbound calls of clients as per the SLAs 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
• Willingness to learn
• 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 standards of the company
• Practice process improvements as defined
• Perform UATs as required and ensure complete documentation as defined – over the
weekends
• Assist Sales and professional services teams in terms of trainings of products and
troubleshooting. Documentation of FAQs and maintaining the repository
• Developing training material if need be and updating it on a timely basis
• Functioning as a core part of the team, aligning individual activities to meet the goals of the
team and organization at large
• Understand cultural diversity and apply them to build client trust

What you should bring

• 2 +years of relevant experience in customer management (preferably with IT/software focus)

• Fluency in both French and English language (spoken and written)

• Good communication skills and the ability to liaise with various internal teams
• Ability to document action items and drive them to completion
• Willingness to drive work to completion irrespective of the odds
• Ability to comprehend business problems and presenting the needed solution to the customer

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