Expoint - all jobs in one place

Finding the best job has never been easier

Limitless High-tech career opportunities - Expoint

SAP Customer Support Specialist - SAP LeanIX 
Brazil, São Paulo, São Paulo 
614914752

04.07.2024

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.