Technical Support Engineer - Public Cloud ERP - SustainabilityAt SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.
PURPOSE AND OBJECTIVES Public Cloud ERP – Sustainability is seeking a dedicated and technically proficient Technical Support Engineer to join our dynamic Public Cloud ERP - Sustainability team. The role focuses on providing exceptional support for our global customer base, ensuring the efficient and effective resolution of technical issues related to our cloud platforms and integrated systems. This position offers the opportunity to engage with a wide range of technologies and develop a deep understanding of our product ecosystem, contributing to customer satisfaction and product improvement. As a Technical Support Engineer, you will troubleshoot and resolve customer issues efficiently across various support channels, including Cases, Expert Chat, and Schedule an Expert. You will continuously enhance your knowledge of Sustainability products to provide comprehensive support. Delivering high-quality support to our diverse, global customer base, you will adapt to different time zones, cultural contexts, and technical requirements to meet their unique needs.
Fostering strong relationships with customers through proactive communication, demonstrating empathy, and providing clear, concise, and effective solutions to their problems will be essential for achieving high customer satisfaction. Flexibility in adapting to new tasks, processes, and requirements that reflect the evolving needs of the global product support organization is crucial. By achieving these objectives, the Technical Support Engineer will contribute significantly to the success of Public Cloud ERP – Sustainability, ensuring our customers receive the best possible support experience and maintaining our reputation for technical excellence and customer focus.
KEY TASKS Analyze and resolve customer incidents using knowledge databases and debugging skills.Report errors and suggest possible resolutions to development support teams.Provide consultation to customers on procedural issues and queries.Deliver Mission Critical Support during scheduled weekend and evening shifts.Create and maintain content for the technical knowledge database.Manage all aspects of the engineer end-to-end workflow (Pulse, Swarming, KCS, etc.).Utilize resources within the portfolio to advance and develop your own career.If successful, you'll join an experienced team locally in Dublin, Ireland and collaborate with your colleagues globally across teams based in EMEA, AMER, and APJ. You'll support our customers and partners with a cloud mindset and work with industry defining applications across our Public Cloud ERP suite.
EXPECTATIONS AND TASKS Provide professional, courteous, and prompt technical support across multiple channels for the Sustainability product family.Collaborate with support colleagues locally and globally, as well as other internal organizations, to ensure superior customer service.Document technical solutions in alignment with the KCS methodology, ensuring valuable information is captured and shared.Handle difficult customer interactions and challenging problems independently, maintaining poise and professionalism.Adapt to business needs, including the potential for shift work and weekend support.Actively engage with and drive customer support initiatives, contributing to the continuous improvement of support processes and customer satisfaction.EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES Degree in an IT-related discipline.Excellent communication and listening skills.Exceptional customer interaction abilities.Strong analytical skills with a good aptitude for problem-solving.Team-oriented mindset.Ability to collaborate effectively with a global team across multiple time zones.WORK EXPERIENCE 1-2 Years of industry experience.Prior experience in Technical Support, Software Development, IT.Strong analytical and debugging skills are advantageous.Previous experience with KCS, WIPS, Support process and tools is a plus.Experience interacting with customers through various channels (e.g., chat, virtual sessions) is preferred.Bring out your best At SAP, you can bring out your best. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: ******.
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