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Team Lead Technical Customer Care (m/f/d)

With more than 2,000 customers connected to a network of 5 million suppliers in 70 countries, JAGGAER offers the world's most comprehensive spend management solution for global interaction between companies and their suppliers. After more than two decades of pioneering work, today JAGGAER is advancing the field of spend management as an innovation leader. International giants from the plant and mechanical engineering, pharmaceutical, life sciences, automotive, engineering, series production, medical technology and university sectors trust in its sophisticated solutions for direct and indirect purchasing. Its SaaS-based source-to-pay (S2P) solutions enable efficient business relationships between buyers and suppliers and cover all relevant purchasing processes: spend analysis to sourcing, supply chain management (SCM), and contract and supplier management (SRM) - all done digitally. While now a large company with office locations all over the word, JAGGAER still attaches great importance to direct, open communication, a flat hierarchy, and transparency.

Team Lead Technical Customer Care (m/f/d)

JAGGAER Austria - Vienna

Customer Care

Your Main Tasks

  • Management of the Global Customer Care team
  • Develop and maintain proficiency in the JAGGAER software solutions, solution methodologies and core technologies
  • Perform technical analysis to determine root cause and defines and implements resolutions to reported client software incidents
  • Document internal and external correspondence for incident resolution including solutions, procedures and standards
  • Analyze technical configurations, integrations, data migrations and technical installations for client systems to perform in-depth technical troubleshooting and recommend solutions
  • Develop and maintain procurement operations knowledge of JAGGAER products including supply procurement, supplier on-boarding and maintenance, sourcing, and settlement processes
  • Responsible for training new and existing team members
  • Participate and lead internal meetings such as attending internal customer transition meetings leading customer support discussions, actively engaging in sprint reviews and reporting back to the team

Your Profile

  • Min. 5 years of experience in technical customer support (SaaS environment)
  • Initial management experience preferable, also in the form of several years of experience in a project management function
  • Completed education with technical focus (e.g. HTL)
  • Profound knowledge of performing technical analysis to implement resolutions to reported client software incidents
  • Experiences in technical configurations / installations and technical trouble-shooting
  • Fluent written and spoken German and English; other language skills would be an advantage
  • Strong customer orientation and communication skills
  • Innovativeness as well as solution-oriented and independent working style

WE OFFER:

  • An international and professional environment with an open-minded and dynamic corporate culture
  • Annual pass of Wiener Linien (job ticket)
  • Meal allowance of 4EUR/day and other discounts
  • Attractive combination of office & home-office
  • Short communication channels and room for your creative ideas
  • Modern office with an incredible view
  • An annual gross salary of EUR 44,000.- on a full-time basis. In addition, an overpayment in line with the market is offered depending on your qualifications and experience

Join the team!

Apply now and be part of our success!

www.jaggaer.com

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