**Introduction** At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk. **Your role and responsibilities** This is a highly cross functional role, an integral part of our procure to pay (P2P) team. A work with a diverse user base of employees and suppliers to solve their most challenging issues spanning the entire procure to pay process. Utilize our flagship p2p tools, such as our Purchasing, Invoicing, and Travel and Expense systems, to actively support global users. Provide suggestions, enhancements and other process improvements to ensure we are constantly improving the user experience. Love great customer support and are driven to make people rave about their great experiences. Scope of responsibilities Identify and investigate intermediate to difficult problems raised by our user base (suppliers and employees) related to Supplier Payments and Travel & Expense concerns. Communicate effectively and timely to resolve issues. Perform basic processing requests such as assisting with urgent payments, or verifying supplier identity for sensitive information updates Contribute to group success of meeting and/or exceeding operational metrics (SLAs) Improve internal efficiency and customer satisfaction by proactively identifying opportunities to optimize existing or new processes and tools Collaborate with global set of IBM team members also working on p2p processes Provides end to end excellent customer service **Required technical and professional expertise** BA/BS degree (In lieu of degree, relevant skills or equivalent experience) Minimum 6 months relevant work experience in a call center, customer support, or help desk role Strong soft skills including proven ability to turn frustrated customers into happy customers, and communicate to employees at all levels within the organization Excellent communication skills including full working knowledge of written and spoken English Excellent communication skills including full working knowledge of written and spoken Spanish (for KRK language resource only) Ability to work night shift hours to support US business hours (for MNL resources only) Experience working with finance or accounting-related products Attention to detail with the ability to effectively multitask and work independently Experience with Google Docs suite of products Previous experience with a major service ticket or incident management system (i.e. Remedy, Track-IT) is a plus Additional languages are a plus Knowledgeable in creating desktop procedures (DTP IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.