Supplier Support / Service Desk Agent

Role Overview

We are looking for a customer-focused and solution-oriented Supplier Support / Service Desk Agent to manage supplier queries, resolve service requests and ensure a seamless support experience.

The role will serve as the first point of contact for suppliers, taking ownership of requests across phone, email and digital support channels. The individual will be responsible for identifying issues, providing timely resolutions, coordinating with internal teams and ensuring effective follow-through until closure.

The ideal candidate should demonstrate strong communication, problem-solving and service ownership skills, with the ability to work in a fast-paced, technology-driven environment.

Key Responsibilities

A. Service Desk & Query Management

• Manage and resolve supplier queries across multiple support channels, ensuring accurate tracking, timely resolution within SLAs, and end-to-end ownership.
• Troubleshoot routine platform, access, registration and operational issues, escalating complex cases to relevant teams with proper documentation.

B. Supplier Onboarding & Platform Support

• Facilitate supplier registration, onboarding and access validation, guiding users through platform features and processes.
• Conduct platform walkthroughs, identify onboarding challenges and coordinate resolutions to drive supplier adoption.

C. Stakeholder Coordination & Issue Resolution

• Collaborate with internal teams to resolve supplier concerns, track pending requests and ensure seamless communication and handovers.
• Identify recurring issues and highlight operational gaps to improve support effectiveness.

D. Service Quality & Operational Excellence

• Maintain accurate CRM records and adhere to service standards, processes and escalation protocols.
• Drive support efficiency through improved response times, knowledge documentation and continuous process improvements.

Required Skills & Competencies

• Strong communication, customer-centric approach and stakeholder management skills.
• Excellent problem-solving, analytical and troubleshooting abilities with strong ownership and accountability.
• Ability to prioritize multiple requests, adapt to changing environments and collaborate effectively.
• Proficiency in MS Office, CRM/ticketing systems and basic AI-enabled productivity tools.

Qualification & Experience

• Graduate degree with 35 years of experience in Customer Support, Service Desk, Technical Support or B2B Operations, preferably in fintech or technology-driven businesses.
• Experience handling multi-channel customer queries, with exposure to CRM platforms (e.g., Salesforce) and ticketing tools preferred.

What Success Looks Like

• Ensure timely query resolution, end-to-end ownership and quality supplier interactions.
• Maintain accurate documentation, effective query tracking and seamless handovers.
• Identify recurring issues and drive continuous improvement in support processes.