Order Management Representative

• Assist in the day-to-day operations of the ShareFile COM Team by logging, tracking, and resolving incidents and service requests promptly.
• Support and enforce standard business processes & business rules.
• Contribute to maintaining established service level agreements (SLAs) and key performance indicators (KPIs).
• Develop an understanding of the Progress System infrastructure, functionality, and business processes.
• Build efficient and effective responsiveness into existing operations and help define new operational strategies.
• Triage complex quoting, order, or business process issues and partner with senior team members as necessary.

• Provide friendly, effective support to internal users, actively listening and addressing their inquiries and concerns.
• Maintain clear and consistent communication with users regarding issue status and resolution.

• Continuously create, correct, and update process documentation within knowledge base articles, FAQs, and troubleshooting documents for internal users.
• Assist in generating performance reports related to ticket volume and resolution times, highlighting areas for improvement.

• Work collaboratively with team members and other operational support teams to ensure efficient resolution of requests.
• Participate in weekly team meetings and contribute ideas for process improvements and best practices.

• Bachelor’s degree.
• Ability to review purchase orders and related documentation for standard vs non-standard verbiage and identify when to escalate to Inside Sales, Legal & Finance Teams, etc.
• Familiarity with support ticketing systems (experience is a plus, but not mandatory).
• Exceptional problem-solving and troubleshooting skills with a willingness to learn and grow.
• Excellent communication and interpersonal skills, with a focus on customer service.
• Detail-oriented with a focus on accuracy and quality across all tasks.
• Ability to handle change and manage multiple tasks effectively in a fast-paced environment.
• Ability to solve practical problems and deal with various concrete variables.
• Fluency in English is essential; fluency in every other foreign language is beneficial.
• Familiarity with Salesforce, Oracle, or other CRMs.
• Familiarity with sales processes.
• Knowledge-Centered Service (KCS) Certification is a plus.

• Generous remuneration package
• Employee Stock Purchase Plan Enrollment

• 30 days paid annual vacation
• An extra day off for your birthday
• 2 additional days off for volunteering
• Premium healthcare and dental care coverage
• Additional pension insurance
• Well-equipped gym on-site with CrossFit equipment and a climbing wall
• Co-funded Multisport card
• Daycare Center for your little ones onsite
• Flexible working hours and work-from-home opportunity
• Free underground parking with designated space for bikes, motorbikes, and electric scooters.

Apply now!

#DG-LI1 
#LI-Hybrid