P2P Support Center Analyst Hybrid

The role of the P2P Helpdesk Analyst is to provide Service Desk assistance to internal and external customers regarding financial applications and processes.

- Maintain a pleasant demeanor and attitude in the day-to-day communication and interface with customers, colleagues, and managers.

- Constant success in the application of knowledge and skills on financial controls, accounting controls, metrics, financial systems, and continuous improvement, in the P2P Helpdesk process, in situations of different levels of complexity.

- Ensure all communication is clear and that actions needed to solve an issue are identified with owners and deadlines, including explanations that generate understanding, a sense of urgency, cordiality, courtesy, and empathy.

- Provide a quality service committed to the clients for whom we serve, ensuring a successful VOC result by providing exceptional service.

- Use defined procedures for responding to customer calls, email and chats.

- Escalate issues to the appropriate department and personnel by following escalation path when applicable.

- Analyze accounts and prepare reports as needed, through information obtained from the system, to maintain consolidated information in a timely and healthy manner for the correct decision-making of the company (ICSS reports, excursion report, P2P Control 026).

Knowledge and Skills
- Excellent customer service orientation.
- Ability to adjust and adapt to situations in a timely manner.
- Motivated self-starter, proactive with initiative to work and learn.
- Ability to multitask and use various tools simultaneously.
- Ability to maintain high standards of work while under reduced supervision.
- Punctual and able to manage time according to service.
B2+ English level

- Experience:
Finance or related degree highly preferred and a minimum of 1-year previous technical service desk experience preferably in a call center environment and/or any equivalent combination of education, purchase to pay knowledge and SAP experience.