PTP Helpdesk Specialist

Gratitude Inc

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1 day ago

PTP Helpdesk Specialist

4-6 Year(s)

Kolkata

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Job Description

Key Skills

Vendor Management Stakeholder Management Procurement Ops and Helpdesk HR operations – Query management | Email management |Leaves Management | Learning and Dev administration and likes HR ops

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Job title-PTP helpdesk Specialist

Job Overview

We are looking for an experienced PTP Helpdesk Specialist – Accounts Payable to handle vendor and internal stakeholder queries related to the Accounts Payable (AP) and Procure-to-Pay (P2P) function.

The ideal candidate should have strong experience in P2P operations, Accounts Payable Helpdesk, AP query management, vendor communication, invoice processing, payment queries, reconciliations, SAP or JD Edwards, and advanced MS Excel.

The role involves acting as the first point of contact for Accounts Payable queries, managing helpdesk tickets, coordinating with AP and cross-functional teams, resolving escalations, and ensuring queries are closed within defined SLA timelines.

Key Responsibilities

Helpdesk & Query Management

Act as the first point of contact for vendor and internal stakeholder Accounts Payable queries.
Receive, log, track, monitor, and resolve AP queries using helpdesk or ticketing systems.
Handle queries related to invoices, payments, vendor accounts, invoice status, and Accounts Payable processes.
Ensure all queries are resolved within defined SLA timelines.
Manage escalations and follow up with relevant teams to ensure timely resolution.
Maintain accurate documentation of queries, actions taken, resolutions, and closures.

Accounts Payable & P2P Support

Support invoice processing, invoice validation, and invoice posting activities.
Handle invoice status and payment-related queries from vendors and internal stakeholders.
Support vendor account reconciliations and investigate discrepancies.
Coordinate with AP processing teams to resolve discrepancies and blocked invoices.
Provide accurate updates regarding invoice and payment status.
Support the overall Procure-to-Pay (P2P) process and Accounts Payable operations.

Vendor & Stakeholder Communication

Communicate professionally with vendors through email and phone regarding invoice, payment, and Accounts Payable issues.
Act as a liaison between vendors, AP teams, Procurement, Finance, Treasury, and other internal stakeholders.
Provide accurate, timely, and professional updates to stakeholders.
Handle stakeholder escalations and ensure appropriate follow-up until resolution.
Maintain strong professional relationships with vendors and internal customers.

Process & Compliance

Ensure compliance with company policies, internal controls, SOPs, and audit requirements.
Support month-end close activities related to Accounts Payable Helpdesk items.
Maintain accurate records and documentation for audit and compliance purposes.
Identify process gaps and recommend opportunities for process improvement and efficiency.
Support reporting, compliance activities, and process-related documentation.

Required Technical Skills

Expert knowledge of SAP or JD Edwards (JDE) ERP systems.
Strong knowledge of Accounts Payable and Procure-to-Pay (P2P) processes.
Advanced proficiency in MS Excel.
Expert-level experience with:
- IF formulas
- SUMIFS
- COUNTIFS
- VLOOKUP
- XLOOKUP
- Pivot Tables
- Cell References
- AVERAGE
- Ageing Analysis
- Date Formatting
- Text to Table
Good proficiency in MS Word and MS PowerPoint.
Experience in AP reporting, reconciliation, compliance, and stakeholder reporting.
Experience working with helpdesk/ticketing systems is preferred.

Communication Skills

Excellent fluency in English reading, writing, and speaking.
Ability to communicate with vendors and customers in a professional and courteous manner.
Strong written communication skills for interacting with key stakeholders.
Ability to communicate effectively with teams from diverse backgrounds.
Strong stakeholder management and interpersonal communication skills.

Soft Skills

Customer-focused and professional approach.
Ability to demonstrate empathy while handling customer and vendor concerns.
Positive attitude with a strong willingness to support business requirements.
High energy and self-motivation.
Strong sense of ownership and accountability.
Ability to work effectively under pressure and meet stringent deadlines.
Strong organizational and time-management skills.

Analytical & Organizational Skills

Strong analytical and problem-solving skills.
Ability to analyze AP queries, invoice issues, payment discrepancies, and vendor account information.
Excellent attention to detail.
Effective time management and prioritization skills.
Strong documentation and knowledge-sharing capabilities.
Ability to manage multiple queries and tasks simultaneously while meeting SLA requirements.

Experience Requirements

Overall 4–6 years of experience in Procure-to-Pay (P2P) / Accounts Payable operations.
Minimum 2+ years of relevant experience in an Accounts Payable Helpdesk, AP Calls, or similar P2P Helpdesk process.
Experience working as a Subject Matter Expert (SME) in Accounts Payable / P2P processes is preferred.
Strong experience in stakeholder interaction, reporting, compliance, and AP query resolution.
Strong proficiency in MS Excel and ERP systems, preferably SAP or JD Edwards.

Other Requirements

Candidate must be willing to work in the ANZ shift starting between 2:00 AM and 3:00 AM IST.
5 days' work from office is mandatory.
Candidate should have a positive attitude and willingness to support business requirements.
Candidate should be comfortable working during the ANZ shift.
Candidate should be able to manage stringent timelines and business-critical SLAs.
Ex-TCS employees are not eligible to apply.
PAN and Date of Birth (DOB) are required for Employee Profile (EP) creation.

Role

Account Manager

Timings

Night Shift (Contract To Hire)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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