SAP SAP Signavio Support Engineer m/f/d 

Germany, Berlin 

141918113

What you’ll do:

Your daily work will contain the following, in percentage what you will be doing mostly: Issue Resolution

• You will troubleshoot and diagnose customer issues, investigating and resolving such issues and promptly responding to the customer which may involve multiple computer environments/platforms and application systems.
• Interact with network services, software systems, and applications.
• Assist end users in using the software by providing best-practices and guidelines answering all queries politely and efficiently and providing a timely response and resolution.
• Manage your own schedule of tickets, which includes determining priority levels and negotiating and setting expectations with customers.
• You will thoroughly document all issues, develop and review content for knowledge base using KCS.
• You will work directly with other international technical support staff, quality assurance, development, and the Account Team to resolve problems.
• Support customers via case management and web sessions

Internal Improvement and Collaboration

• Ensure all work allocated and completed is to the agreed company standards and procedures.
• You assist in the QA of beta products and pre-GA versions.
• Other teams, such as CSP, rely on your help and assistance with technical product issues.
• Helping the development or improvement of internal processes and tools to enhance the team’s performance and daily work.

What you bring:

• 3+ years' experience in Customer Service, ideally in B2B Cloud Software companies
• fluent German knowledge for convesations with MEE located customers mandatory (please do not apply if your German knowledge is not on a fluent level)
• A team player who can work in an international team.
• Experience with working remotely or with remote colleagues.
• Strong verbal and written communication skills in English
• Strong analytical thinker who is focused on problem solving.
• General understanding of SaaS/Cloud and On-Premise systems
• Experience in working with DBMS, web applications and Single-Sign-On technologies.
• Experience using KCS to create and maintain knowledge articles is a benefit.
• Experience working in Ticket systems (Jira/ServiceNow) and documentation systems (Confluence/SharePoint).
• Basic knowledge of Databases (MySQL, MS SQL, Oracle, NoSQL MongoDB) with applications like (SQL Management Studio or MySQL Workbench, Robo3T etc.) is a benefit.