PURPOSE AND OBJECTIVES
As a Technical Support Associate, you will work in a technically challenging and rewarding environment supporting our customers across a variety of mediums. This role would suit candidates with a diverse and varied skillset. A success candidate will have evidenced strong customer service skills, a technical mindset and an ability to deliver in a fast-paced environment. The role will require flexibility to adapt to tasks, processes and requirements which reflect the global nature of the product support organisation.
EXPECTATIONS AND TASKS
- Providing professional, courteous and prompt technical support (via multiple channels) for the HANA product family.
- Collaborating with fellow support colleagues both locally and globally and other internal organizations to provide superior customer service.
- Document technical solutions via the SAP Knowledge Management Strategy.
- Effectively handle difficult customer interactions and challenging customer problems without the need for supervisory intervention
- Maintain poise and professionalism in all customer interactions.
- Adapting to business needs is a requirement, shift work / weekend work may or may not apply.
- Engage with and help drive customer support initiatives.
EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES - 3rd level degree in IT related discipline
- SAP qualifications such as SAPTEC, TERP10 or similar advantageous.
- Strong communicator and a skilled listener.
- Outstanding customer interaction skills.
- Analytical outlook with good aptitude for problem-solving.
- Teamwork mindset.
- Ability to work in a global team across multiple time zones.
WORK EXPERIENCE - Prior internship or fulltime experience in Technical Support, Software Development, IT, or Quality Assurance of up to 2 years beneficial.
- Experience in ABAP or other SAP environments helpful.
- Previous experience with Knowledge Management strategies.
- Experience working with customers across multiple channels desired. (Chat, Virtual sessions etc.)
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