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SAP Solution Support Engineer - Procurement / French German 
Bulgaria, Burgas 
176244190

15.08.2024

The Solution Support Engineer delivers an exceptional customer experience by:

  • Using knowledge of SQL and Java to troubleshoot and resolve issues
  • Focusing on customer service, including frequent, high-quality communication

Duties and Responsibilities

  • Provide direct technical assistance with customers via Service Now [SNOW]
  • Provide support via Real-Time channels, such as phone and chat.
  • Own and manage concurrent cases in a ticketing system
  • Provide ongoing and timely communication to customers regarding the status of their issues
  • Troubleshoot customer issues to resolution
  • Create internal/external content for SAP Ariba’s User Community and internal knowledgebase
  • Collaborate with and develop strong working relationships with cross-functional, global teams
  • Liaise with customers and Product Engineering/Management to identify, prioritize, and resolve reported system defects
  • Provide on-call support during evenings and weekends as required by a rotational schedule
  • Demonstrate a high level of expertise with product functionality; continue developing core product skill set as new innovations are released
  • Ensure that emergency situations or business critical issues are resolved in the most timely and effective manner possible
  • All other duties as assigned

Skills

  • Be proficient in both English and an additional European language (French, German, Italian will be the biggest advantage.)
  • Experience with one or more of the following:
    • Handson experience on SQL
    • Reading Java and object-oriented programming
    • Troubleshooting and debugging common web-browser issues
  • Exceptional written and oral communication skills
  • Effectively handle difficult and challenging customer interactions
  • Proven ability to manage multiple tasks or projects with changing priorities
  • Successfully troubleshoot reported issues by gathering symptoms, narrowing down causes, and finding creative workarounds
  • Thrive in a fast-paced environment
  • Ability to work cross-culturally

Good to Have:

  • Knowledge of business processes and transactions such as purchase orders, invoices, catalogs and punch-out catalogs, reconciliation (orders, receipts and invoices), vendor management, contracts, sourcing (requests for quotes/price, auctions), Business Network for Procurement (formerly known as Ariba Network), CIG and supply chain.

Preferred Qualifications

  • Bachelor’s degree with 2+ Years working experience in Support, Software Development, IT, or Quality Assurance
  • Experience working with Spend Management Solutions
  • Experience in a previous technical support or customer service role
  • Experience with SAP Products/other ERP applications