Job Description

Overview:
JAGGAER provides an intelligent Source-to-Pay and Supplier Collaboration Platform that empowers organizations to manage and automate complex processes while enabling a highly resilient, responsible, and integrated supplier base. With 30 years of expertise, we specialize in solving complex procurement and supply chain challenges across various industries.
Our 1,200+ global employees are obsessed with ensuring customers get full value from our products - ultimately enhancing and transforming their businesses. For more information, visit www.jaggaer.com
The GCC Analyst will provide high-quality customer support by managing, analyzing, and resolving technical and functional issues within Jaggaer solutions. Acting as the first line of defense for our customers and suppliers, the GCC Analyst ensures timely resolutions, adherence to SLAs, and continuous improvement of the support process. Principal Responsibilities:

• Customer Support & Case Management:

- Manage incoming support tickets from customers, suppliers, and internal teams.
- Investigate and resolve functional and technical issues related to Jaggaer solutions.
- Escalate complex issues to product or engineering teams when necessary.

• Technical Troubleshooting:

- Perform root cause analysis of system errors, configuration issues, and integration challenges.
- Support data migrations, API troubleshooting, and custom configuration requests.
- Validate product fixes and releases where required.

• Customer Communication:

- Act as the primary contact for customers throughout the case lifecycle.
- Provide timely updates and manage expectations in line with SLAs.
- Translate technical issues into clear and simple explanations for non-technical users.

• Collaboration & Process Improvement:

- Collaborate with cross-functional teams (Product, QA, Development, Infrastructure).
- Contribute to the knowledge base, FAQs, and documentation to improve self-service.
- Identify recurring issues and propose process/product improvements.

• Compliance & Quality:

- Ensure all case documentation is accurate, complete, and compliant with internal standards.
- Adhere to SLA requirements, internal policies, and data security protocols. Position Requirements:

• Bachelor's degree in Computer Science, Information Systems, Business, or related field.
• 1-3 years' experience in technical or customer support, preferably in SaaS or enterprise software.
• Strong problem-solving and analytical skills with attention to detail.
• Familiarity with enterprise systems, APIs, integrations, and data management is a plus.
• Excellent written and spoken communication skills in English and Arabic.
• Ability to work under pressure, manage multiple cases, and prioritize effectively.
• Team player with a strong customer service orientation.

Key Performance Indicators (KPIs)

• SLA adherence (response and resolution times)
• Customer satisfaction (CSAT/NPS scores)
• First-time resolution rate
• Quality and accuracy of documentation
• Contribution to knowledge base and process improvements

What We Offer:
At JAGGAER you'll find great benefits, empowering culture, flexible work environment, much more!
Apply now and be part of our success!
Our Values - T.E.A.M
At JAGGAER, our business is about people. Our products are built on intellectual property, but the real differentiator is the teams behind them-the way we collaborate, innovate, solve problems and deliver for customers. TEAM gives us a common set of expectations for how we work together across products, cultures, and geographies.

• Transparency - Openness Builds Trust: Candor strengthens relationships, speeds decision-making, and ensures problems are solved together--with customers, teammates, and partners.
• Entrepreneurial Spirit - Own It, Drive It, Make It: A scrappy, customer obsessed, problem-solving mindset is at the cornerstone of both organizational and personal growth
• Accountability - Thumbs In, Not Fingers Out: We take responsibility ourselves before pointing elsewhere
• Metrics-Driven Results - Outcomes Over Activities: Data and evidence guide our decisions, help us course-correct quickly, and ensure we're delivering real impact.

Skills Required