Helpdesk Support Representative

Description

Created in 2000, Ivalua is a leading global provider of cloud-based procurement solutions.

COMPANY OVERVIEW

At Ivalua we are a global community of exceptional professionals, who believe that digital transformation revolutionizes supply chain sustainability and resiliency to unlock the power of supplier collaboration.

We achieve this through our leading cloud-based spend management platform that empowers hundreds of the world's most admired brands to effectively manage all categories of spend and all suppliers to increase profitability, improve ESG (environmental, social, and corporate governance) performance, lower risk, and improve productivity. Driven by our passions and fueled by our shared ambitions, we empower and challenge each other to create meaningful experiences for our colleagues, customers, partners, and communities.

Learn more at www.ivalua.com . Follow us on LinkedIn

THE OPPORTUNITY

CONTEXT:

Our Helpdesk department, international in scope (EMEA, AMER, APAC) and growing rapidly, consists of around thirty experts leveraging IVALUA procurement solutions and l work on multiple accounts, from different industries to assist our customer’s end users.

ROLE:

Here at Ivalua, we are currently looking for a Helpdesk Support Representative . You will be reporting to the Manager of the Helpdesk team and to deliver first-line technical support to customers and suppliers across the AMER region, as well as for EMEA and APAC. This role calls for exceptional listening skills, responsiveness, cross-cultural awareness and a strong commitment to service excellence in a collaborative environment.

Responsibilities

• Serve as the primary point of contact for customer technical support via phone, email, and ticketing channels.
• Analyze, triage, and qualify incoming technical inquiries and issues.
• Resolve support tickets in adherence to established operational procedures and internal tooling.
• Escalate complex incidents to Tier 3 support teams and track resolution progress.
• Maintain clear and consistent updates with customers throughout the lifecycle of their requests.
• Log, track, and update issue details accurately within ticketing platforms.
• Efficient at performing basic technical troubleshooting which deviates from standard.
• YOUR PROFILE
• If you have the below experience and strengths this role could be for you:

Requirements

• Bachelor’s degree in relevant field preferred with a minimum of 2 years of relevant professional experience, OR Master’s degree in relevant field, OR Equivalent combination of education and experience
• Strong technical aptitude with working knowledge of standard office software, internet technologies, and support systems.
• Familiarity with IT Service Management (ITSM) frameworks and ITIL best practices.
• Proven experience working with modern ticketing tools (e.g., ServiceNow, Zendesk).
• Comprehensive training will be provided for the IVALUA BUYER software suite.
• Soft Skills :
• Professional fluency in both written and spoken English and French.
• Strong customer service focus coupled with a genuine passion for helping people.
• WHAT HAPPENS NEXT
• If your application fits this specific position’s needs, our skilled Talent team will reach out to schedule an initial screening call. Get one step closer to achieving your goals – apply today!
• Our Talent team will guide you through every step of the interview process - from preparation to completion. They're here to support you!
• Our recruitment process is designed to assess your competencies through a series of personalized interviews with internal stakeholders relevant to the role.
• Interviews will be conducted virtually via video or on-site with face-to-face meetings.
• LIFE AT IVALUA
• Hybrid working model (3 days in the office per week)
• We're a team dedicated to pushing the boundaries of product innovation and technology,
• Sustainable Growth, Privately Held
• A stable and cash-flow positive Company for 10 years
• Snacks and weekly lunches in the office
• Feel empowered to pursue your goals with improved team collaboration and increased creativity/productivity
• Unlock and unleash your full professional potential with our exceptional training and career development program
• Join a dynamic and international team of top-notch professionals who are experts in their respective fields. Collaborate with like-minded individuals who are deeply passionate and highly motivated about their work. Experience a truly diverse and inclusive work environment where your unique contributions are highly valued
• Regular social events, competitive outings, team running events, and musical activities.
• English is required as we serve customers throughout Canada from our Montreal location, and a significant majority of business is conducted in English; however, wherever possible, we will support the employee's right to work in French.
• Comparably recognized Ivalua for the following:( https://www.comparably.com/companies/ivalua ) :
• Powered by People - Powered by You!
• United by our values we embrace diversity and equity in the broadest possible sense to create an inclusive workplace. To help our customers make supply chains more efficient, sustainable and resilient, we rely on a global team with a variety of backgrounds, skills and views. We believe in equal opportunity and in diversity as a driver of innovation that cultivates a spirit of inclusiveness, creates a productive and fun place to work, and provides fulfilling career opportunities for all Ivaluans - Ivalua Linkedin
• Experience Life At Ivalua - check out our captivating video ! Gain insight into our unique company culture and get a glimpse of what it's like to work with us.
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