Analyst - Customer Support

Company 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, protected veteran status, disability status, or any other characteristics protected by federal, state or local law. We are committed to hiring and valuing a global diverse work team. GEP is proud to be an EEO/AA employer M/F/D/V. For more information please visit us on GEP.com or check us out on LinkedIn.com. What you will do As a Customer Support Analyst at GEP, you will serve as the first point of contact for clients and play a critical role in ensuring their success on our procurement platforms. You will troubleshoot and resolve issues, provide application support, and build long-term relationships with dedicated client accounts. This is a hybrid position based at our Clark, NJ headquarters, where you will combine technical problem-solving with clear communication and a strong customer-first mindset.

• Serve as the first point of contact for client inquiries via phone, email, and ticketing systems.
• Provide tier-1 and tier-2 application support for GEP’s procurement platforms (Smart by GEP, P2P, Spend Analytics, etc.).
• Troubleshoot and resolve user issues related to access, transactions, workflows, and reporting.
• Escalate complex technical issues to the appropriate internal teams while maintaining ownership until resolution.
• Document issues, resolutions, and customer feedback in CRM/helpdesk systems.
• Assist with vendor and supplier support, including onboarding, order tracking, and invoice/payment queries.
• Deliver proactive support by identifying recurring issues and working with Product/Engineering teams on improvements.
• Support training and onboarding of client users, providing guidance on platform features and best practices.
• Ensure SLAs (response time, resolution time) and customer satisfaction targets are consistently achieved.

This role follows a hybrid schedule based at our Clark, NJ headquarters, with three days a week in the office for collaboration and client support, and flexibility to work remotely on other days. What you should bring

• Bachelor’s degree preferred (Business, IT, Supply Chain, or related field).
• 4+ years of experience in customer support, helpdesk, or client-facing roles (preferably in SaaS, procurement, or ERP/P2P environments).
• Excellent English communication skills (verbal & written).
• Familiarity with procurement processes (P2P, S2P, ERP) strongly preferred.
• Technical aptitude with ability to learn new software quickly; prior experience with SAP, Oracle, Coupa, or GEP solutions is advantageous.
• Strong problem-solving skills and ability to manage multiple client requests simultaneously.
• Customer-centric mindset with a passion for delivering outstanding service.

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