Supplier Onboarding Support Agent with Italian

Ideal candidate for the Supplier Onboarding Support Agent with Italian position:

• Fluent Italian and English (written and spoken).
• 1-3 years of experience in customer support, supplier enablement, shared services, service desk or a comparable high-volume support environment.
• Strong customer-service orientation and confidence supporting external suppliers as well as internal client requesters.
• Ability to become highly proficient in Pega, Ariba SLP and Relish; experience with enterprise workflow or supplier platforms is preferred.
• Strong written and verbal communication skills with the ability to explain process requirements simply and consistently.
• Ability to follow documented business rules, knowledge and escalation criteria without over-escalating standard questions.
• Strong documentation discipline and comfort working against ticket queues, SLAs, quality measures and productivity targets.

Key Responsibilities:

• Respond to Supplier Onboarding tickets (“Contact Us”) and support interactions captured in Pega.
• Provide navigation and process support across Ariba SLP and Relish.
• Guide suppliers through standard onboarding steps, form completion and documented data requirements.
• Conduct supplier walkthroughs for standard onboarding scenarios, including scheduled support where language or process assistance is needed.
• Provide basic field guidance when selection logic is documented and does not require interpretation of a non-standard business scenario.
• Resolve common invitation, access, login, navigation and form-completion issues.
• Provide onboarding status updates and explain the documented next action required to progress the request.
• Identify missing information and clearly communicate what the supplier needs to provide.
• Use approved knowledge, decision trees and scripts to provide consistent support across regions and languages.
• Escalate non-standard setup questions, urgent requests, stuck/problematic onboarding and issues requiring business-rule interpretation to Regional Tier 2 Supplier Onboarding.
• Capture complete ticket notes, issue category and disposition in Pega to support handoff quality, reporting and continuous improvement.

*Hybrid working model: 2 days per week from the office and 3 days per week working from home (WFH), in line with business requirements and company policy.