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Ivalua, founded in 2000, is a global leader in cloud-based procurement and spend management solutions. The company serves hundreds of the world's most admired brands, helping them manage all spending categories and supplier relationships to increase profitability, improve ESG performance, reduce risk, and boost productivity.
The Helpdesk department is an internationally-scoped, rapidly growing team of approximately 30 experts supporting IVALUA solutions across multiple accounts and industries. You will report to the Helpdesk Manager and provide first-level technical support to customers and their suppliers across the AMER region, with support responsibilities extending to EMEA and APAC.
Key Responsibilities:
- Serve as primary technical support contact via phone, email, and ticketing systems
- Analyze, triage, and qualify incoming technical requests and incidents
- Resolve support tickets in accordance with established operational procedures and internal tools
- Escalate complex incidents to Level 3 support teams and track resolution progress
- Maintain clear, regular communication with customers throughout the lifecycle of their requests
- Accurately record, track, and update incident information in ticketing platforms
- Perform basic technical diagnostics beyond standard scope when needed
The role requires excellent listening skills, responsiveness, strong cross-cultural sensitivity, and a pronounced commitment to service excellence in a collaborative environment.
Requirements:
- Bachelor's degree in a relevant field with minimum 2 years of relevant professional experience, OR equivalent combination of education and experience
- Solid technical proficiency with strong knowledge of standard office software, Internet technologies, and support systems
- Familiarity with IT Service Management (ITSM) frameworks and ITIL best practices
- Proven experience using modern ticketing tools (e.g., ServiceNow, Zendesk)
- Professional fluency in both English and French, written and oral
- Strong customer service orientation with genuine passion for helping users
- Comprehensive training on IVALUA BUYER software suite will be provided
