Application Support Engineer - CST

Job Description

Overview GEP is a diverse, creative team of people passionate about procurement. We invest ourselves entirely in our client’s success, creating strong collaborative relationships that deliver extraordinary value year after year. Our clients include market global leaders with far-flung international operations, Fortune 500 and Global 2000 enterprises, leading government and public institutions. We deliver practical, effective services and software that enable procurement leaders to maximise their impact on business operations, strategy and financial performance. That’s just some of the things that we do in our quest to build a beautiful company, enjoy the journey and make a difference. GEP is a place where individuality is prized, and talent respected. We’re focused on what is real and effective. GEP is where good ideas and great people are recognized, results matter, and ability and hard work drive achievements. We’re a learning organization, actively looking for people to help shape, grow and continually improve us. Are you one of us? GEP is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, national origin, religion, sex, disability status, or any other characteristics protected by law. We are committed to hiring and valuing a global diverse work team. For more information please visit us on GEP.com or check us out on LinkedIn.com. Responsibilities Troubleshoot with precision : Diagnose and resolve functional and technical issues in our eProcurement SaaS platform, ensuring minimal disruption to client operations. Communicate with impact : Deliver clear, concise, and timely updates to clients and internal teams via phone, email, and WebEx . Own the resolution : Take full ownership of support tickets from initiation to closure, meeting or exceeding defined SLAs. Document thoroughly : Maintain accurate records of issues, resolutions, and client interactions in the ticketing system, following ITIL best practices. Collaborate cross-functionally : Work closely with product, engineering, and QA teams to escalate and resolve complex issues. Train and empower : Conduct product training sessions for clients and internal stakeholders to enhance product adoption and usage. Support UATs : Participate in User Acceptance Testing and ensure comprehensive documentation, including during off-hours or weekends when needed. Drive continuous improvement : Identify recurring issues and contribute to process and product enhancements. Work in rotational shifts in a 24x7 environment to support our global customer base Qualifications Exceptional communication skills – articulate, empathetic, and confident in both written and verbal formats. Strong troubleshooting mindset – analytical, resourceful, and detail-oriented with a passion for solving problems. Experience in SaaS environments – prior experience supporting cloud-based enterprise applications is highly preferred. Tech proficiency – skilled in MS Excel, Word, PowerPoint, and comfortable navigating ticketing and remote support tools. Domain knowledge – understanding of procurement or supply chain management is a plus. Accent-neutral communication – trained for global client interactions.