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