SAP Customer Support Specialist - SAP LeanIX 

Brazil, São Paulo, São Paulo 

614914752

What you'll do

• You will join a dynamic, international team working in a connected remote setup with great passion and the common goal to improve the customer experience.
• Provide initial response, operational assistance, and development of software workarounds and/or resolutions.
• Deliver solutions to both technical and non-technical end users while also supporting a wide range of technologies.
• Coordinate customer support cases including interaction with other internal groups such as Engineering, Sales and Customer Success
• Work closely with the Customer Success Managers (CSM) and Customer Success Engineers (CSE) to maintain visibility and provide consistency to the Customer.
• Ensure all issues are systematically tracked, escalated, and communicated.
• Extensive participation in a collaborative team as a support agent, gaining deeper insights into problems and bringing in the customer’s voice and insight to enhance the product.
• Continuously improving the knowledge base and educating team members on improvements
• Mature and transparent communication skills towards the customer with deep technical knowledge, but in an understandable way for non-technical contacts
• Able to think outside of the box to come up with creative solutions to fulfil the customers use-case by using and extending our knowledge base.
• Ability to showcase the potential of the support team to other teams and departments.
• Ability to take complete ownership of parts of the support process.
• Serves as a mentor and gives guidance to colleagues and new hires.
• Able to think outside of the box to come up with creative solutions to fulfill the customers use-case.

What you bring:

• 4+ years of relevant work experience in problem analysis case resolution.
• Excellent communication and interpersonal skills, capable of building rapport with diverse customer groups.
• Should also have the ability to demonstrate outstanding critical thinking skills and easily build fluid rapport with our customers.
• Strong written communication in English and Portuguese or Spanish, any additional second language is a plus
• Basic technical understanding of Enterprise Architecture methodology, EA related platforms, and SasS related platforms (LeanIX, iServer, ServiceNow, Ardoq)
• Understanding of Customer Support KPI/Metrics
• Coding/Scripting skills (JSON, Python, HTML, GraphQL, SQL, API Endpoint/Editors)
• SSO authentication integration (SAML Azure, ADFS, Gsuite, Okta)
• Software/Configuration integration between applications (Service Now, Confluence, Apptio, Intercom, Signavio)
• Passion for solving technical problems.