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P2P Help-desk Analyst
Identify and investigate intermediate to difficult problems raised by our user base (suppliers and employees) related to Supplier Payments and Travel & Expense concerns.
Communicate effectively and timely to resolve issues.
Perform basic processing requests such as assisting with urgent payments, or verifying supplier identity for sensitive information updates
Contribute to group success of meeting and/or exceeding operational metrics (SLAs)
Improve internal efficiency and customer satisfaction by proactively identifying opportunities to optimize existing or new processes and tools
Collaborate with global set of IBM team members also working on p2p processes
Provides end to end excellent customer service
BA/BS degree (In lieu of degree, relevant skills or equivalent experience)
Minimum 1 year relevant work experience in a call center, customer support, or help desk role
Strong soft skills including proven ability to turn frustrated customers into happy customers, and communicate to employees at all levels within the organization
Excellent communication skills including full working knowledge of written and spoken English
Ability to work night shift hours to support US business hours (for MNL resources only)
Experience working with finance or accounting-related products
Attention to detail with the ability to effectively multitask and work independently