SAP Solution Support Engineer - Procurement 

Bulgaria, Burgas 

789135879

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