Job Description

Helpdesk Officer main attribution is to offer effective customer assistance (client users and suppliers) concerning its requirements to solve problems.

• Ensures that the problems are accurately registered in the ticket application when received via email, phone or chat;
• Ensures that the phone/chat line is open at the beginning of the work program;
• Helpdesk Level 1 support for the applications used within the Procure to Pay department (SAP, Supplier portal, Procurement e-tool, Provider data basis etc.): solves the level 1 tickets, follows the solution of the open tickets, escalates  wherever the case to the level 2 (tests the solutions proposed by the experts in the case of the level 2 tickets whenever necessary);
• Acts as single point of contact for the customer and communicates relevant information in order to ensure the customer’s satisfaction;
• Communicates the problem status and time to resolution to affected personnel; provides to the customers a continuous visibility on the occurred situation/problem;
• Ensures a structured and high quality communication related to the open cases;
• Creates tickets to the IT support team whenever necessary.

Requirements: 

• Fluency in English and Russian;
• Diploma / Degree holder or pursuing Bachelor Degree Courses;
• At least 1 year of experience in Customer Support/Procurement/Finance/Helpdesk would represent an advantage;
• Very good analytical and problem solving skills;
• Numerical competencies;
• Customer-oriented;
• Ability to adhere to TAT and timelines;
• Attention to detail;
• Active listening  combined with excellent written and verbal communication competences;

What we offer:

• Temporary remote work due to the pandemic and return to office after the situation improves;
• Relocation package;
• Opportunity to work for one of the biggest brands in the world in a unique work environment;
• Great career opportunity with a leading international outsourcing company;
• Opportunity of professional and personal development in a multinational working environment through a variety of training programs (hard/soft skills);
• Attractive compensation package with full access to a variety of benefits available through an online platform; the package can be customized on a monthly basis depending on each employees’ needs.