Support Associate Engineer-Success Factors

Recruiter
SAP
Location
Galway
Salary
Up to EUR0.00 per annum
Posted
16 Sep 2020
Closes
07 Oct 2020
Ref
BBBH2716
Contact
Cathy Watson
Sector
IT
Job Type
Contract
Hours
Full-time
As part of The SAP Cloud Product Support team, this role supports SuccessFactors solutions such as Business Execution (BizX) suite, Employee Central (EC), Employee Profile (EP). The Support Associate 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.

Main responsibilities include the following:

*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
*Develop technical solutions to be posted to both internal and external knowledge base
*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 involve improving our product
*Adhering to SLA's and providing high Customer Satisfaction

EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES

*Bachelor's Degree in Computer Science, Information Technology, Business Information Systems or a related field
*Previous experience in a support environment preferred
*Excellent communication and presentation skills to effectively explain a solution to a customer's problems
*Familiarity with general IT concepts
*Preferred (but not explicitly required):
*Familiarity with HTTP/HTTPS protocols as well as XML
*Familiarity with RDBMS database concepts
*Familiarity with operating system, networking concepts
*Passionate about learning new concepts and technologies
*Excellent problem solving & analytical ability
*Strong team player and comfortable working on own initiative
*Strong time management and multi-tasking capabilities
*Flexibility with working hours

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