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SAP SAP Signavio Support Associate 
Australia, Victoria, Melbourne 
88830080

12.08.2024

What you’ll do
Your daily work will contain the following, 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.
  • Experience with working remotelyor 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