What you'll do
- Enable customers to implement and operate their SAP solutions efficiently
- Collaborate closely with other SAP Lines of Business (LOBs) to ensure great customer service
- Perform the root cause analysis of reported incidents
- Participate in global projects around support processes, infrastructure requirements and quality assurance
- Provide solutions to technical and functional issues impacting customers’ business processes and their ability to utilize SAP Ariba, SAP Business Network, or SAP Fieldglass applications
- Provide consulting for customers on procedural issues and queries
- Report errors and code defects to development organizations; collaborates to prioritize fixes and validate solutions
- Maintain personal broad knowledge of product area and deep component expertise
- Provide ongoing and timely communication with customers, ensuring availability through different supported channels (phone, email, expert chat)
- Provide weekend and evening shifts as scheduled when necessary
- Maintains and follows personal development plan by leveraging formal training and knowledge plans including adheres to Key Performance Indicators (KPIs)
- Find learning opportunities in daily tasks by staying curious and open to new experiences that will improve technical and functional knowledge
- Familiarize yourself and act in accordance with SAP Support Strategy and Culture
- Handle escalated customer issues
Proactive Support and Innovation Activities
- Drive the creation of knowledge in the area of expertise and ensure to share the knowledge internally and externally, preventing future issues (e.g., WIKI content, Knowledge Base Articles, Guided Answers).
- Enhance the existing technical documentation available (e.g., SAP Notes, Knowledge Base articles)
- Test internal systems to prevent future issues on customers' systems
- Support and participate in innovation projects aimed at achieving our Vision and Goals
- Show an ability to adapt to changes and a flexible approach to working with different teams
- Demonstrate excellent customer focus and communication skills internally and externally
- Adopt new processes and use the resources available, always providing feedback and suggestions for improvement (e.g., like swarming, communities, Resource Capacity Planner, PULSE, Integrated Support Environment, etc.).
- Develop product specialization in at least one product area
- Excel in internal roles such as Support Team Coach (STC) and Knowledge Domain Expert (KDE)
What you bring
- Possess knowledge about troubleshooting reported issues by gathering symptoms, narrowing down causes, and finding workarounds.
- Experience in Support, Consulting, Software Development, IT, or Quality Assurance.
- Experience with ERP, BI, any other SAP products or similar solutions, and/or Business Processes.
- Solid experience in a previous customer service role providing technical support
- Degree in Information Technology/Computer Science or similar areas
- Ability to effectively handle difficult and challenging customer interactions
- Ability to manage multiple tasks and projects with changing priorities
- Outstanding communication skills, including the ability to speak and write fluently in English is a must. Proficiency in other languages is a plus
- Programming knowledge (Java, C++, ABAP/4, etc.)
- Successful in troubleshooting reported issues by gathering symptoms, narrowing down causes, and finding creative workarounds
- Exceptional written and oral communication skills; ability to listen and work with customers in real-time. Ability to 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
- Ability to thrive in a fast-paced environment and to work cross-culturally
Experience with one or more of the following:
- Analyzing logs based on error codes
- 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
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