Job Description

With a rapidly growing customer base, Transcepta is adding new team members to our customer support group. We are seeking candidates who are passionate about customer success. You will be responsible for front line customer facing support for suppliers using the Transcepta service.

JOB SCOPE AND RESPONSIBILITIES:

· Manage inbound phone calls coming into the Transcepta support line and all inbound email customer inquiries that come into the support queue

· Escalate any issues that cannot be addressed by tier 1 support to tier 2 support

· For pending cases, provide updates to the customer to keep them up to speed on progress of their support ticket

· Maintain detailed case history in our case tracking system.

· Assist registered suppliers with the onboarding process

· Document customer support processes as required

· Report any customer feedback regarding product enhancement requests to Product Management

EXPERIENCE AND EDUCATION:

· High school diploma required; associate degree or college degree preferred

· Minimum of 1 year experience in customer support

· Excellent written and verbal communication skills, with an emphasis on listening

· Must be able to juggle being on the phone and using multiple online system interfaces to locate information for callers

· Ability to deal effectively with people while maintaining a professional and positive attitude

· Proven ability to troubleshoot and solve problems

· Understanding of invoice and purchase order document formats is a big plus

· Experience with Salesfore.com CRM is a big plus

QUALITIES AND SKILLS:

• Smart – Easily grasps complex technical and business problems and quickly arrives at viable solutions
• Detail Oriented – Exhibits a natural inclination to pay careful attention to details
• Ethical – Consistently demonstrates high standards of personal integrity
• Natural Troubleshooter – demonstrates “out of the box” thinking when presented with a difficult challenge
• Gets Things Done – Implements solutions quickly and with excellent quality
• Personable – Relays a professional and courteous attitude to customers and co-workers

To be considered for employment, applicants must be authorized to work lawfully in the United States and do not now, or in the future, require work visa sponsorship (such as an H-1B visa).

Company Description

Transcepta is the leading global supplier network. With cutting-edge supplier on-boarding programs, revolutionary technology, and free membership for all suppliers, Transcepta connects customers with all of their suppliers, faster than any other network. Transcepta provides accounts payable and procurement professionals with industry-leading procure-to-pay (P2P) solutions in the cloud, including e-invoicing, spend management, VAT compliance, supplier information management, supplier enablement, supply chain financing, and dynamic discounting. Businesses collaborate and transact electronically over the Transcepta Network to reduce costs, communicate more efficiently, and make their relationships more productive. Since 2005, Transcepta has connected the global supply chain and processed millions of transactions to become the fastest-growing supplier network.