About the role
Job Description
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.
Qualifications
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.