Key Responsibilities:
- Respond to Supplier Onboarding tickets (“Contact Us”) and support interactions captured in Pega.
- Provide navigation and process support across Ariba SLP and Relish.
- Guide suppliers through standard onboarding steps, form completion and documented data requirements.
- Conduct supplier walkthroughs for standard onboarding scenarios, including scheduled support where language or process assistance is needed.
- Provide basic field guidance when selection logic is documented and does not require interpretation of a non-standard business scenario.
- Resolve common invitation, access, login, navigation and form-completion issues.
- Provide onboarding status updates and explain the documented next action required to progress the request.
- Identify missing information and clearly communicate what the supplier needs to provide.
- Use approved knowledge, decision trees and scripts to provide consistent support across regions and languages.
- Escalate non-standard setup questions, urgent requests, stuck/problematic onboarding and issues requiring business-rule interpretation to Regional Tier 2 Supplier Onboarding.
- Capture complete ticket notes, issue category and disposition in Pega to support handoff quality, reporting and continuous improvement.
Ideal candidate for the Supplier Onboarding Support Agent with Spanish position:
- Fluent Portuguese and English (written and spoken).
- 1-3 years of experience in customer support, supplier enablement, shared services, service desk or a comparable high-volume support environment.
- Strong customer-service orientation and confidence supporting external suppliers as well as internal client requesters.
- Ability to become highly proficient in Pega, Ariba SLP and Relish; experience with enterprise workflow or supplier platforms is preferred.
- Strong written and verbal communication skills with the ability to explain process requirements simply and consistently.
- Ability to follow documented business rules, knowledge and escalation criteria without over-escalating standard questions.
- Strong documentation discipline and comfort working against ticket queues, SLAs, quality measures and productivity targets.
*Hybrid working model: 2 days per week from the office and 3 days per week working from home (WFH), in line with business requirements and company policy.