About hirevault
Welcome to hirevault, a trailblazing leader in procurement technology and services. We empower Fortune 500 and Global 2000 enterprises, as well as government and public institutions, to streamline their sourcing, spend management, and supplier relationships through cutting‑edge software and data‑driven insights. Our mission is simple yet ambitious: to transform the way organizations acquire goods and services by delivering practical, scalable solutions that drive measurable business outcomes.
At hirevault, we celebrate individuality, foster continuous learning, and reward results. Our culture is built on collaboration, transparency, and a relentless focus on customer success. We are a learning organization that thrives on innovation, and we actively seek talented individuals who are eager to shape the future of procurement together with us.
Why hirevault?
- Impactful Work – Your contributions directly influence the efficiency and profitability of our clients’ operations.
- Growth Opportunities – We provide clear career pathways, mentorship programs, and access to industry‑leading training.
- Diverse & Inclusive Environment – We champion diversity and inclusion, ensuring every voice is heard and valued.
- Work-Life Balance – Our hybrid model blends in‑office collaboration with flexible remote work.
- Competitive Compensation & Perks – We offer a comprehensive benefits package, including health, dental, vision, retirement plans, and generous paid time off.
Role Overview
As a Customer Support Analyst at hirevault, you will be the first line of defense for our clients, ensuring they achieve maximum value from our procurement platforms. You will blend technical acumen with exceptional communication skills to troubleshoot issues, provide application support, and nurture long‑term relationships with key accounts. This hybrid position is based at our Clark, NJ headquarters, where you will collaborate with cross‑functional teams and deliver proactive, customer‑centric solutions.
Key Responsibilities
- Serve as the primary point of contact for client inquiries via phone, email, and ticketing systems.
- Deliver tier‑1 and tier‑2 application support for hirevault’s suite of procurement solutions, including Smart by hirevault, P2P, Spend Analytics, and related modules.
- Diagnose and resolve user issues related to access, transactions, workflows, and reporting, ensuring minimal disruption to client operations.
- Escalate complex technical problems to engineering, product, or vendor teams while maintaining ownership and following up until resolution.
- Document all support interactions, root causes, and resolutions in CRM and helpdesk systems to build a knowledge base for future reference.
- Assist with vendor and supplier support, such as onboarding, order tracking, and invoice/payment queries, to maintain seamless supply chain operations.
- Identify recurring issues and collaborate with Product and Engineering to drive platform enhancements and process improvements.
- Support client training and onboarding, delivering guidance on platform features, best practices, and workflow optimization.
- Consistently meet or exceed Service Level Agreements (SLAs) for response time, resolution time, and customer satisfaction metrics.
- Participate in on‑call rotations and emergency support as needed to ensure 24/7 coverage for critical client needs.
Essential Qualifications
- Bachelor’s degree in Business, Information Technology, Supply Chain Management, or a related field (or equivalent experience).
- Minimum of 4 years of experience in customer support, helpdesk, or client‑facing roles, preferably within SaaS, procurement, or ERP/P2P environments.
- Strong verbal and written communication skills in English, with the ability to explain technical concepts to non‑technical stakeholders.
- Familiarity with procurement processes (P2P, S2P, ERP) and a solid understanding of how these systems drive business value.
- Technical aptitude and a proven track record of quickly mastering new software platforms; prior experience with SAP, Oracle, Coupa, or hirevault solutions is a plus.
- Excellent problem‑solving skills, with the ability to manage multiple client requests simultaneously and prioritize effectively.
- Customer‑centric mindset and a passion for delivering outstanding service and support.
- Proficiency with CRM and helpdesk tools (e.g., Salesforce, Zendesk, ServiceNow) and a willingness to contribute to knowledge base development.
Preferred Qualifications
- Experience in a procurement or supply chain technology company.
- Knowledge of data analytics and reporting tools (e.g., Power BI, Tableau) to assist clients in deriving insights from spend data.
- Project management experience, including the ability to coordinate cross‑functional initiatives and drive process improvements.
- Fluency in additional languages (Spanish, French, Mandarin) to support a global client base.
- Certification in procurement or supply chain management (e.g., CPSM, CIPS).
Core Skills & Competencies
- Technical Proficiency – Comfortable navigating complex software environments and troubleshooting technical issues.
- Analytical Thinking – Ability to dissect problems, identify root causes, and propose actionable solutions.
- Communication & Collaboration – Clear, concise communication with clients and internal teams; adept at building rapport and trust.
- Adaptability & Resilience – Thrive in a fast‑paced, evolving environment and remain calm under pressure.
- Continuous Learning – Eager to stay current with industry trends, new technologies, and best practices in procurement.
- Customer Advocacy – Champion the client’s perspective and advocate for improvements that enhance user experience.
Career Growth & Learning Opportunities
At hirevault, we believe that your professional development is as important as your day‑to‑day responsibilities. As a Customer Support Analyst, you will:
- Progress into senior support roles, such as Support Lead or Customer Success Manager, overseeing larger client portfolios.
- Transition into product or engineering teams, leveraging your deep understanding of client pain points to influence product roadmap.
- Participate in cross‑functional projects that span sales, implementation, and analytics, broadening your skill set.
- Access a robust learning ecosystem, including online courses, certifications, and internal workshops focused on procurement technology, data analytics, and leadership.
- Benefit from mentorship programs that pair you with seasoned professionals across the organization.
Work Environment & Culture
Our hybrid model blends the best of in‑office collaboration with the flexibility of remote work. You will spend three days a week at our modern Clark, NJ headquarters, where state‑of‑the‑art meeting rooms, collaborative workspaces, and a vibrant community foster creativity and teamwork. On remote days, you’ll have the freedom to work from anywhere while staying connected through our digital collaboration tools.
We celebrate diversity, equity, and inclusion. Every team member’s voice is valued, and we actively encourage diverse perspectives to drive innovation. Our culture is built on mutual respect, continuous improvement, and a shared commitment to excellence.
Compensation & Benefits
While specific figures vary based on experience and role, hirevault offers a competitive salary package that reflects your expertise and contributions. In addition to base pay, you will receive:
- Health, dental, and vision insurance plans.
- 401(k) retirement plan with company match.
- Generous paid time off, including vacation, sick leave, and holidays.
- Flexible work arrangements and hybrid schedule.
- Professional development budget and access to industry conferences.
- Employee wellness programs, including gym memberships and mental health resources.
- Team‑building events, hackathons, and social gatherings.
How to Apply
Ready to join a dynamic, forward‑thinking organization where your work makes a tangible impact? Submit your application through our careers portal and become part of hirevault’s mission to redefine procurement excellence.
We look forward to exploring how your skills and passion align with our vision. Together, we can shape the future of procurement and deliver unparalleled value to our clients.