***Candidates must be fluent in both Mandarin and English***
Duties and Responsibilities
- Provides inbound application and functional support for all relevant Ariba applications, both internally and externally, by way of email, webform and phone.
- Resolves 80% of issues without escalation.
- Respond to customer inquiries in a timely manner and within service level objectives.
- Successfully documents all requests through the CRM system while adhering to all documented procedures.
- Provides general assistance to other teams within Global Customer Support and Ariba.
- Conducts all customer interactions in a manner that presents Ariba in a positive light. Specialists are required to be respectful, fair, gracious and knowledgeable and to uphold the core values established by Ariba.
- Ensures that individual performance meets or exceeds the department standards.
- All other duties as assigned.