Description

Degree in Information Technology/Computer Science or similar areas Preferred Experience in Support, Software Development or Quality Assurance Positive attitude and passion towards Customer support Experience with one or more of the following:Writing SQL queries Analyzing logs based on error codes Reading Java and object-oriented programming Reading JSON (JavaScript Object Notation) XML, including SOAP and HTML Troubleshooting and debugging common web-browsers Successfully troubleshoot reported issues by gathering symptoms, narrowing down causes, and finding creative workarounds Exceptional written and oral communication skills; ability to listen and work with customers in real-time. Ability to effectively handle difficult and challenging customer interactions; maintain poise and professionalism on every interaction Proven ability to manage multiple tasks or projects with changing priorities. Thrives in a fast-paced environment and ability to work cross-culturally At least 0-3 Years working with an enterprise cloud application preferred

Role and Responsibilities

• The support engineer will be working on the SAP Ariba Supplier Lifecycle and Performance. 1) Incident Solving Owns and manages concurrent SRs in a ticketing system. Provides solutions to technical issues impacting customers business processes and their ability to conduct commerce through SAP Ariba applications. Adheres to KPIs, especially responsiveness SLAs and productivity goals. Reports errors and code defects to development organizations; collaborates to prioritize fixes and validate solutions. Maintains personal broad knowledge of product area and deep component expertise. Participates in de-escalation plans and situation war rooms to resolve critical product issues impacting customer business operations. Collaborates with global support engineers across the product area to drive positive customer outcomes. Provides ongoing and timely communication via phone and email to customers regarding the status of their requests. Provides on-call support during evenings and weekends as required by a rotational schedule. 2) Knowledge Transfer Coaches and mentors other Support Engineers to increase their product expertise and productivity. Drives creation of knowledge in component area of expertise and drives proactive proliferation of knowledge by creating Knowledge Base Articles and wiki documents. 3) Additional Tasks Maintains and follows personal development plan by leveraging formal training and knowledge plans. All other duties as assigned.