You are great at:
The successful candidate will be working in a highly functioning team consisting of Technical Analysts and Senior Technical Analysts that work effectively together to reach a common goal.
1. Identifying and resolving customers' issues in a timely manner (in accordance with published response times) via telephone support and written correspondence.
2. Managing customer relationships and clearly documenting all interactions within the company database.
3. Providing suggestions for alternate support options for customer issues that are not related to OpenText's products.
4. Testing of OpenText product issues within various environments for validation and solution purposes.
5. Authoring technical documents for inclusion in the OpenText Knowledge Base and publishing SAP Notes
6. Collaborating with other departments and teams in troubleshooting issues.
7. Reporting software bugs and customer suggestions.
8. Mentoring and encouraging the team to learn new technologies and improve their skill sets
What it takes:
- 5+ years previous experience working within a technical support environment
- University/College degree within a related discipline or equivalent work experience
- Customer support experience in a technical support environment
- Availability for On-call support
- Experience with SAP ERP and S4/HANA
- Proficient in all areas of ABAP troubleshooting, debugging and performance analysis
- Working Knowledge in SAP FI/MM modules, Master Data and business processes
- Basic experience with country-specific FI procedures, e-invoicing, EDI / SAP IDoc, Ariba
and Open Text Archiving or Open Text Capture Solutions is an advantage
- Knowledge of SAP Basis administration, transport, correction-handling, installation,
migration and upgrade procedures both for ABAP and Java Stack
- Experience with SAP Fiori, UI5 and Web services, not limited to SAP
- Excellent phone and written communication skills required
- Excellent problem-solving and organizational skills required
