PURPOSE AND OBJECTIVES
As a Product Support Engineer, 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 successful 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)
- Collaborating/Swarming with fellow support colleagues and Development teams when required both locally and globally and other internal organizations to provide superior customer service.
- You will share knowledge by creating KBAs, discussing solutions with colleagues, and participating in the SAP Community by Answering Questions, Writing Blogs, etc
- Effectively handle difficult customer interactions and challenging customer problems without the need for supervisory intervention
- Maintain poise and professionalism in all customer interactions.
- You will perform analysis in Customer`s frontend and SAP’s backend system
- 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 or related discipline
- SAP qualifications such as WIPS, SAPTEC or similar would be helpful
- Strong communicator and a skilled listener
- Fast learner with IT affinity
- Outstanding customer interaction skills
- Customer and Quality focus
- Analytical outlook with good aptitude for problem-solving.
- Teamwork mindset
- Ability to work in a global team across multiple time zones and diverse cultures.
WORK EXPERIENCE
Required experience:
- Fulltime experience in Technical Support, Software Development, IT, or Quality Assurance of up to 2 years.
- Understanding and adoption of Product Support E2E Methodologies (Swarming, Pulse, Knowledge Management).
- Experience working with customers across multiple channels (Chat, Virtual sessions etc.)
Preferable experience in some of the following areas:
- tasks
- Basic knowledge about SAP Product Portfolio / SAP Technologies
- Knowledge of basic debugging steps
Job Segment:ERP, Cloud, Database, Quality Assurance, QA, Technology, Quality