Description
Key Tasks:
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.
EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES:
Work Experience:
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
Education
Bachelor s or Master s Degree with a technical discipline or a minimum of 2 years of experience in Support, Software Development, or Quality Assurance
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