SAP SAP Signavio Support Associate m/f/d 

Germany, Berlin 

803815992

What you’ll do:

Your daily work will contain the following, in percentage what you will be doing mostly:

• Issue Resolution
• You will troubleshoot and diagnose customer issues, investigating and resolving such issues and promptly responding to the customer which may involve multiple computer environments/platforms and application systems.
• Assist end users in using the software by providing best-practices and guidelines answering all queries politely and efficiently and providing a timely response and resolution.
• Manage your tickets, which includes adherence to best practices and global process standards, and ensuring you are servicing customers with a Service Excellence mindset
• You will work directly with other international technical support staff, quality assurance, development, and the Account Team to resolve problems.
• Support customers via case management and web sessions

Internal Improvement and Collaboration

• Ensure all work allocated and completed is to the agreed company standards and procedures.
• Working with teams such as CSP, ask for collaboration and assistance with technical product issues.Continuous improvement of internal processes and tools to enhance the team’s performance and daily work.

What you bring:

• Some experience in Customer Service, ideally in B2B Cloud Software companies
• A team player who can work in an international team.
• fluent German knowledge for conversations with MEE located customers mandatory (please do not apply if your German knowledge is not on a fluent level)
• Experience with working remotely or with remote colleagues.
• Strong verbal and written communication skills in English (German for MEE)
• Understanding with DBMS, web applications, ideally Single-Sign-On technologies.
• analytical thinker who is focused on problem solving is a plus
• create and maintain knowledge articles, understanding KCS is a plus
• Basic understanding of working in Ticket systems (Jira/ServiceNow) and documentation systems (Confluence/SharePoint) is plus