What we offer
Our company culture is focused on helping our employees enable innovation by building breakthroughs together. 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. Apply now!
PURPOSE AND OBJECTIVES
As part of The SAP Cloud Product Support team, this role supports SuccessFactors solutions such as Business Execution (BizX) suite, Compensation. The Support Associate/Engineer is responsible for assisting our customers by troubleshooting issues and providing solutions for reported incidents. It combines post go-live customer support and/or system administration.
EXPECTATIONS AND TASKS
- Analyse the incident, research solutions and provide solid answers easily understood by customers
- Troubleshooting complex problems and provide the best available solution or workaround within the agreed service levels
- Document solutions to known issues and consulting questions
- Developing technical solutions which can be posted to internal and external knowledge bases
- Liaising with Development & Field Teams to identify bugs and missing product functionality for future releases
- Liaising with product management to identify and report bugs
- Document issues in a CRM system and defects in our engineering tracking tool
- Act as a liaison between our Product Management and Engineering teams
- Collaborate with other employees by providing important customer feedback, process-improvement suggestions, new troubleshooting tips and other actions that improve our product
- Adhering to SLA’s and providing high Customer Satisfaction
- Bachelor's Degree in Computer Science, Information Technology, Business Information Systems or a related field
- Fluency in English essential
- Previous experience in a support environment an advantage
- Excellent communication and presentation skills to effectively explain a solution to a customer
- Familiarity with general IT concepts
- Solid understanding of Internet technologies
- Excellent problem solving & analytical ability
- Strong team player and comfortable working on own initiative
- Strong time management and multi-tasking capabilities
- Passionate about learning new concepts and technologies
- Familiarity with general business terms and processes
- Flexibility with working hours
PREFERRED (BUT NOT EXPLICITLY REQUIRED)
- Knowledge of any one object-oriented programming language (Java, C++, ABAP/4 etc).
- Familiarity with HTTP/HTTPS protocols as well as XML
- Familiarity with RDBMS database concepts
- Experience with HRIS systems an advantage
