Overview

Simfoni specializes in sourcing, procurement and supplier management software for indirect material spend. Our solutions approach is grounded in the belief that results come through a combination of intelligent technology, domain expertise and a deep understanding of client business objectives and challenges. Our technology is deployed for major customers in over 40 countries and across 240,000+ suppliers.

Role & Responsibilities

To succeed in this role, the candidate should have a problem-solving attitude along with the ability to give clear technical instructions.

Key responsibilities include:

• Taking ownership of customer issues reported and seeing problems through to resolution
• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams

Key Tasks:

• Research and identify solutions to software issues
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Ask customers targeted questions to quickly understand the root of the problem
• Track Simfoni Platform issues through to resolution, within agreed time limits
• Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Prepare accurate and timely reports
• Document technical knowledge in the form of notes and manuals
• Maintain jovial relationships with clients

Requirements

Qualifications & Experience:

• Hands-on experience with Windows/Linux/Mac OS environments
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications and help desk software (eg. Zendesk)
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• BS degree in Information Technology, Computer Science or relevant field
• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
• Experience in SaaS business is a plus
• Client-facing experience is a plus

Additional requirements and skills:

• Good communication skills
• Highest level of ethics and integrity
• Ability and willingness to work out of working hours when needed
• Ability and willingness to work in a high-pressure environment
• Ability and willingness to work in a collaborative team environment
• Ability and willingness to quickly learn new technology and software
• Experience in the Supply Chain domain is a plus.

Above all, we value aptitude and the willingness to learn.

Job Features

Job Category	Customer Support
Benefits	Competitive Salary
Service Line	Strategic Spend Team
Specialism	Customer Support
Reporting to	Senior Manager – Strategic Spend Team
Base Location	Mexico based. This role is 100% remote work from home but may be required to be in a regional Simfoni office from time to time.
Travel and working hours	We operate with non-linear working hours to accommodate global time zones of clients and global Simfoni operations, but in line with the Company’s work-life balance objective the Company is committed to ensuring that employees achieve a reasonable balance. The role may require travel between regional Simfoni office locations.