Job Type






P2P Helpdesk Analyst Cartago Province


GSK Cartago Province Tres Rios Costa Rica

1 month ago

Standort: Costa Rica - Cartago - Tres Rios
Datum: Apr 27 2023

The role of the P2P Support Center Analyst is to provide Service Desk assistance to internal and external customers regarding Financial applications and processes. As Single Point of Contact (SPOC) the analyst will be responsible for the resolution, SLAs, KPIs, VOC, documentation and triage of incidents and other support requests for customers based in various countries.

Your Responsibilities: This role gives YOU the opportunity to lead key activities to progress YOUR career, the main of these are
• Provide timely Finance service desk support to customers.
• Use defined procedures for responding to customer calls, email and chats.
• Provide detailed documentation of all steps involved in resolving customer issues.
• Escalate issues to the appropriate department and personnel by following escalation path when applicable.
• Keep incidents tickets updated daily.
• Help other members in any appropriate way when needed.
•... Ability to have flexible schedule working in different shifts.
• Connect with back-office teams (invoice processing, payments, vendor master, etc) to solve different cases.
• Ensure the correct management of the system through the different channels available.
• Maintaining a positive relationship with our Top vendors.
• Maintains quality results by adhering to standards and guidelines.
• Maintain records of all calls, chats, emails from customers using designated Service Management tool.
• Take ownership of your own development by identifying training needs and discuss them with the Senior Analyst or Supervisor.
• Alert your leadership team when training material (Onenote, Help Articles, SOP´s) requires to be updated.
• Alert your leadership team about performance issues, KPI´s at risk (VOC, ABR and SLA´s) and/or sensitive cases that require urgent resolution.
• Ability to manage different tasks and be able to prioritize according to the business needs.
• Lead and/or participate on market Commcells by preparing beforehand and making sure that important issues in the process are raised, as well as ensuring that any open actions are completed.
• Analyze accounts and prepare reports as needed, through information obtained from the system, to maintain consolidated information in a timely and healthy manner for the correct decision-making of the company (ICSS reports, excursion report, P2P Control 026).
• Carry out Supplier Reconciliations as required, always within the guidelines of internal controls and data management.
• Assist to internal and external clients, by advising and evacuating queries, to guide them in the handling or processing of the information sent or requested.
• Participate and actively support the implementation of all improvement and development programs promoted by the company.
• Follow-up of open cases according to the SLA of the process, with the aim of resolving them in the shortest time possible.
• Prioritize escalations from Top Vendors and any other issues that can have a negative impact for GSK.

Why you?

Basic Qualifications: We are looking for professionals with these characteristics to achieve our goals:
• Excellent written and oral communication skills in English. B2.
• Excellent analytical and problem-solving skills.
• Excellent customer service orientation.
• Ability to adjust and adapt to situations in a timely manner.
• Motivated self-starter, proactive with initiative to work and learn.
• Ability to multitask and use various tools simultaneously.
• Ability to maintain high standards of work while under reduced supervision.
• Punctual and able to manage time according to service.

If you feel this is your next career move, please apply up to May 10th, 2023

Wichtiger Hinweis für Arbeitsvermittlungsunternehmen/‑agenturen

GSK akzeptiert keine Empfehlungen von Arbeitsvermittlungsunternehmen und/oder Arbeitsvermittlungsagenturen für die auf dieser Website ausgeschriebenen freien Stellen. Alle Arbeitsvermittlungsunternehmen/‑agenturen müssen sich an die Abteilung für gewerbliche und allgemeine Beschaffung/Personalabteilung von GSK wenden, um die schriftliche Einwilligung einzuholen, bevor sie GSK Bewerber empfehlen. Der Erhalt einer schriftlichen Einwilligung ist Voraussetzung für jegliche Vereinbarung (sowohl mündlich als auch schriftlich) zwischen dem Arbeitsvermittlungsunternehmen/der Arbeitsvermittlungsagentur und GSK. Falls diese Genehmigung nicht erteilt wurde, wird davon ausgegangen, dass sämtliche Handlungen des Arbeitsvermittlungsunternehmens/der Arbeitsvermittlungsagentur ohne die Zustimmung von GSK oder ohne eine vertragliche Vereinbarung mit GSK unternommen wurden. Aus diesem Grund haftet GSK nicht für irgendwelche Gebühren, die aus solchen Handlungen oder aus Empfehlungen von Arbeitsvermittlungsunternehmen/‑agenturen.

für die auf dieser Website ausgeschriebenen freien Stellen entstehen.

Unser inklusives Arbeitsumfeld schafft eine Atmosphäre der Zugehörigkeit und alle Mitarbeiter werden ungeachtet tatsächlicher oder empfundener Merkmale gleich behandelt. Daher ist es bei Ihrer Bewerbung für eine Stelle bei GSK nicht erforderlich, dass Sie in Ihrem Lebenslauf die folgenden Angaben machen: Rasse, Hautfarbe, ethnische Zugehörigkeit, Alter, Geschlecht, sexuelle Orientierung, Familienstand, Religion, Herkunft, Fotos oder andere persönliche Merkmale.

Hier erfahren Sie, wie es ist, Teil des Teams von GSK zu sein:
Cartago Province Tres Rios Costa Rica

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