Helpdesk Support Representative
COMPANY OVERVIEW
Founded in 2000, Ivalua is a global leader in cloud-based procurement solutions.
At Ivalua, we form a global community of exceptional professionals who believe that digital transformation revolutionises the sustainability and resilience of the supply chain, and unlocks the potential of collaboration with suppliers.
We achieve this through our market-leading cloud spend management platform, which enables hundreds of the world's most admired brands to effectively manage all spend categories and their entire supplier base, in order to increase profitability, improve ESG performance (environmental, social and corporate governance), reduce risks and gain productivity.
Driven by our shared passions and ambitions, we empower ourselves, individually and collectively, to create meaningful experiences for our colleagues, clients, partners and communities.
Find out more at www.ivalua.com. Follow us on LinkedIn .
THE OPPORTUNITY
CONTEXT
Our Helpdesk department, with an international scope (EMEA, AMER, APAC) and strong growth, is made up of around thirty experts who operate IVALUA procurement solutions and work on multiple accounts across different industries, in order to assist the end users of our clients.
THE ROLE
As part of our growth, we are looking for a Helpdesk Support Representative. You will report to the Helpdesk Team Manager and will be responsible for providing first-level technical support to our clients and their suppliers in the AMER region, as well as in the EMEA and APAC regions.
This role requires excellent listening skills, responsiveness, strong cross-cultural sensitivity and a strong commitment to service excellence in a collaborative environment.
YOUR RESPONSIBILITIES
- Act as the main point of contact for customer technical support via phone, email and ticketing tools.
- Analyse, sort and qualify incoming technical requests and incidents.
- Resolve support tickets in compliance with established operating procedures and internal tools.
- Escalate complex incidents to Level 3 support teams and track the progress of their resolution.
- Ensure clear and regular communication with clients throughout the lifecycle of their requests.
- Record, track and accurately update incident information in ticketing platforms.
- Be comfortable carrying out basic technical diagnostics beyond the standard framework.
YOUR PROFILE
If you recognise yourself in the experience and strengths below, this role could be the right one for you:
Skills and experience
- Higher education qualification in a relevant field preferred, with a minimum of 2 years of relevant professional experience OR an equivalent combination of training and experience.
- Solid technical proficiency with a good 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).
- Comprehensive training will be provided on the IVALUA BUYER software suite.
Soft skills
- Professional proficiency in English and French, both written and spoken.
- Strong customer service orientation, combined with a genuine passion for helping users.
WHAT'S NEXT?
If your application matches the requirements of this role, our Talent Team will contact you to arrange an initial preliminary phone interview. Take a step closer to your goals — apply today!
Our Talent Team will support you at every stage of the interview process — from preparation to completion. They are here to support you!
Our recruitment process is designed to assess your skills through a series of personalised interviews with internal stakeholders involved in the role.
Interviews will take place remotely via video conference or on site in person.
LIFE AT IVALUA
- Hybrid working model (3 days in the office per week)
- A team dedicated to pushing the boundaries of product innovation and technology
- Sustainable growth, privately owned company
- A stable company that has been profitable for more than 10 years
- Snacks and weekly lunches at the office
- An environment where you are encouraged to achieve your goals through better team collaboration and increased creativity/productivity
- Unlock your full professional potential through our exceptional training and career development programme
- Join an international and dynamic team of high-level professionals, experts in their respective fields. Collaborate with people who share the same values, who are deeply passionate and highly motivated by their work. Discover a truly diverse and inclusive environment where your unique contributions are fully recognised.
- Regular social events, sports outings, team runs, music activities
- English is required, as we serve clients across Canada from our Montreal office and a large part of business activity takes place in English. However, wherever possible, we will support the employee's right to work in French.
- Ivalua has been recognised by Comparably in several categories: (https://www.comparably.com/companies/ivalua)
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United by our values, we embrace diversity and equal opportunity in the broadest sense in order to create an inclusive work environment.
To help our clients make their supply chains more efficient, sustainable and resilient, we rely on a global team with varied backgrounds, skills and perspectives.
We believe in equal opportunity and diversity as drivers of innovation, which foster a spirit of inclusion, create a productive and pleasant workplace, and offer all Ivaluans fulfilling career opportunities – Ivalua LinkedIn.
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