A Day in the Life 

In this role, you will be responsible for the following tasks as part of your daily routine: 

• Provide first-level support to end users of tools such as Vendavo, SFDC, Conga, Pros, and others as they transition to the support team. Address "how-to" inquiries including troubleshooting of functional and basic technical issues (data, integrations, workflows). 

• Communicate with end users in English via phone, Microsoft Teams, and email. 

• Offer remote support to resolve issues on users’ workstations. 

• Conduct root cause analysis for recurring support tickets, ensuring timely resolution in line with agreed SLAs, and initiate continuous improvement projects based on findings, and identify opportunities for automation, process optimization, or system enhancements. 

• Provide ad-hoc training on system and process capabilities to various stakeholders. 

• Assist with quarterly audit activities as required. 

• Create and maintain knowledge base articles, including technical troubleshooting guides and process documentation. 

• Onboard new systems by developing comprehensive work instructions for troubleshooting and system support, ensuring seamless integration and effective knowledge transfer across the support teams. 

• Collaborate with IT and product teams to analyze data flows, system integrations, and support minor configuration or enhancement requests.  

• Work with data extracts and reports to validate pricing data, identify inconsistencies, and support business decision-making. 

Key Skills & Competencies: 
• Strong customer service mindset, with the ability to explain complex system behavior in simple and clear terms. 
• Strong problem-solving and analytical thinking skills, with a structured approach to troubleshooting. 
• Ability to collaborate effectively with cross-functional IT and business teams in a global environment. 
• High level of accountability, attention to detail, and strong follow-through on tickets and enhancement requests. 
• Adaptability to changing business priorities, tools, and technologies. 

Must Haves 

• Bachelor’s degree with 3-5 years of experience in support desk or incident management  

• Fluent English skills 

• Affinity towards systems, technology, and process automation 

• Help desk experience. 

• Proven analytical and problem-solving skills with an anticipatory approach. 

• Intermediate to advanced SFDC skills 

• Experience working in a structured IT service management (ITSM) framework with SLAs and documented processes. 

• Background supporting enterprise applications in a large, matrixed, or regulated environment. 

• Experience with Windows OS, MS Office, Service Now (or similar incident management tools) and remote support tools 

• Experience working with data (Excel, data validation, reporting) and interest in automation tools (e.g., Power Platform, macros, or similar) 

Nice to Haves 

• Additional language skills, preferable in Spanish/Portuguese/Mandarin/Japanese is a plus. 

• Advanced Excel (including macros) / Power Query / Power BI 

• Team player skills with strong attention to detail 

• Multitasking skills with a can-do attitude 

• Experience with automation tools (Power Automate, scripting, or similar) 

• Strong Collaborative skills and ability to work across time zones. 

• Customer oriented attitude 

• Process modelling skills (functional and operational) with experience in drawing and framing logical conclusions. 

• Basic technical understanding of system integrations, data flows (APIs, batch processes) and troubleshooting concepts within enterprise applications 

• Experience collaborating with IT teams on enhancements or small technical changes  

• Familiarity with data analysis, data quality, and troubleshooting data-related issues 

• Standard business hours with flexibility to support periodic off-hours or peak-period activities (e.g., quarter-end, major releases), as needed. 

• Supporting global teams across time zones