SAP SAP Signavio Support Associate m/f/d 

Germany, Berlin 

414415137

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.
• 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 tickets, which includes adherence to best practices and global process standards, and ensuring you are servicing customers with a Service Excellence mindset
• 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.
• Working with teams such as CSP, ask for collaboration and assistance with technical product issues.
• Continuous improvement of internal processes and tools to enhance the team’s performance and daily work.

What you bring:

• Some experience in Customer Service, ideally in B2B Cloud Software companies
• A team player who can work in an international team.
• Experience with working remotely or with remote colleagues.
• fluent German knowledge for conversations with MEE located customers mandatory (please do not apply if your German knowledge is not on a fluent level)
• Strong verbal and written communication skills in English (German for MEE)
• Understanding with DBMS, web applications, ideally Single-Sign-On technologies.
• analytical thinker who is focused on problem solving is a plus
• create and maintain knowledge articles, understanding KCS is a plus
• Basic understanding of working in Ticket systems (Jira/ServiceNow) and documentation systems (Confluence/SharePoint) is plus