SAP Solution Support Engineer-Japanese/English 

Japan, Ota 

673201697

Job Description Overview

The Technical Support Engineer delivers anexceptionalcustomer 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 phone and email
• Own and manage concurrent Service Requests in a ticketing system
• Provide ongoing and timely communication to customers regarding the status of their requests
• Troubleshoot customer issues to resolution
• Create internal/external content for SAPProcurement’s User Community and internal knowledgebase
• Collaborate with and develop strong working relationships with cross-functional, global teams
• Liaise with customers and Product Engineering 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
  

• Experience with one or more of the following:
  • Writing SQL queries
  • Reading Java and object-oriented programming
  • Reading JSON (JavaScript Object Notation)
  • XML, including SOAP and html
  • Fiddler and/or Soap UI applications
  • Troubleshooting and debugging common web-browsers
  • http and security
  • SSO (Single Sign-on) technologies, particularly SAML
• 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) and supply chain
• Exceptional written and oral communication skills; ability to listen and work with customers in real-time
• Fluent Japanese/English language skill
• Effectively handle difficult and challenging customer interactions; maintain poise and professionalism on every interaction
• 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

Preferred Qualifications

• Bachelor’s degree with a technical discipline
• 3 Years working with a web-based software solution
• Experience working with Spend Management Solutions
• Experience in a previous technical support or customer service role
  

Basic Qualifications

• Bachelor’s Degree with a technical discipline or a minimum of 3 years of experience in Support, Software Development, IT, or Quality Assurance