Associate Commerce Support Engineer
Ariba Inc. - Pittsburgh, PA

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Title: Associate Commerce Support Engineer

Department: Customer Support

Location: Pittsburgh , PA

Reports To: Commerce Support Manager

Job Description Overview Ariba, Inc. is the leading provider of collaborative business commerce solutions. Ariba combines industry-leading software as a service (SaaS) technology to optimize the complete commerce lifecycle with the world's largest web-based community to discover, connect and collaborate with a global network of trading partners, delivering everything needed to control costs, minimize risk, improve profits and enhance cash flow and operations – all in a cloud-based environment. Whether you’re buying, selling or managing cash, you can do it more efficiently and effectively in the Ariba® Commerce Cloud. Over 300,000 companies, including more than 90 percent of the Fortune 100, use Ariba’s solutions to drive more efficient inter-enterprise commerce.

The Associate Commerce Support Engineer is responsible for ensuring the success of our customers by effectively providing dependable and timely resolutions to advanced feature/function inquiries and any application related issues. The foundation of this role is built on the development of strong knowledge and expertise in Ariba’s solutions and a good understanding of key business processes.

This individual will provide mostly functional, product-related support and some technical and strategic support to the customer in order to facilitate their use of Ariba products. The candidate is expected to be self-motivated, proactive, and demonstrate a passion for continuous learning.

Duties and Responsibilities
  • Respond to requests and inquiries from customers using Ariba products while ensuring customer satisfaction
  • Develop and maintain expertise in assigned areas of product functionality and utilize that expertise effectively to assist customers
  • Provide alternate solutions and workarounds for our customers
  • Research and document cases according to procedure
  • Conduct conference calls and WebEx meetings with customers
  • Contribute to Ariba’s knowledge base by writing common issues and solutions
  • Be available for weekend or evening 24/7 support as required
  • Assist with release readiness for the department and customers
  • Work closely with Solutions Management to provide feedback to enhance Ariba’s products and services
  • Champion customer driven feedback to functional areas in order to influence process/product improvements

Preferred Qualifications
  • Bachelors Degree
  • 2 Years customer-facing experience
  • 2 Years working with Ariba Solutions
  • Experience working with Spend Management Solutions in a support role
  • Experience with creative problem solving for new and undocumented issues
  • Proven ability to manage multiple tasks or projects with changing priorities
  • Superior customer service skills with experience in handling difficult customer situations
  • Superior working knowledge of computer and software applications
  • Deep functional knowledge of one or more Ariba solution and an understanding of how they interact and fit together
  • Understanding of sourcing or procurement business processes

Basic Minimum Qualifications
  • A minimum of a 2 year degree required

Ariba, Inc. is an EEO/Affirmative Action employer and does not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, disability, veteran status, or any other protected category.

Ariba Inc. - 23 months ago - save job
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