Technical Support Associate

Technical Support Associate
ManpowerGroup Ireland have an exciting new opportunity with our client SAP! This is a 12-month contract role employed with ManpowerGroup Ireland.

As a "Technical Support Agent", you will work directly with Customers using "SAP Cloud for Customers" to solve their technical issues and allow to use SAP's products as expected, in a timely manner and with seamless communication workflow. You will be given trainings and guidelines as how to run "best in class" service against Product Support processes. Your key focus will be our customer's satisfaction and Customer Centric mindset. Your innovative spirit will be encouraged and many good ideas from our Engineers already became success stories in our transformation journey. In this role, a key element is ensuring your adherence to SAP's Core Values and commitment to provide a best of class experience to both our internal/external Customers and colleagues.

If you're passionate about success and results driven, this job might be for you. SAP's key expectations should be fulfilled through the delivery of tasks below

Success -Commit to the success of customers, partners, colleagues, and SAP

• Achieve excellent level of customer satisfaction
• Ensure achievement of your own and Teams' KPIs
• Build a strong technical knowledge of SAP Cloud for customer

Accountability - Keep your word by executing on commitments made to us and others.

• Work independently and apply effective problem-solving skills
• Perform root cause analysis for technical issues and provide solutions in complex environments for specific fields/areas
• Resolve known errors by means of SAP Notes, Knowledge Base Articles, solved customer incidents, documentation, WIKI, or verifying customized entries and configurations
• Report coding errors to our development organization
• Attend e-Learning Lessons, Remote Learning Sessions, Classroom Training and Coaching
• Identify patterns and their solutions with incoming customer incidents
• Use SAP Remote Supportability Tools to diagnose problems directly on customer systems
• Share and document knowledge through creation of WIKIs and Knowledge Base articles

Professionalism - We exhibit professionalism by consistently delivering quality work. Act with integrity, treat others with respect, pursue personal expertise, and execute with discipline.

• Interact with customers via multi-channel like written form, phone, and chat: drive Customer interactions trough different real time channels.

• Receive and give feedback and learn from it (achievements as well as areas for improvement)

Integrity - We are honest and fair and take responsibility for all our actions. Treat our customers and co-workers with sincerity and respect.

• Handle any personnel conflicts with maturity and fairness

Teamwork - Take personal initiative in collaborating to achieve success.

• Be adaptable to the company and Product Support Strategy

So how do you know if you're ready to apply for this role? Surely a "Yes" if,

• You can assess, plan and troubleshoot complex issues while collecting information about the customer issue, this one if for you!
• You have proficient English writing skills, this one if for you!
• you want new challenges every morning, this one is for you!

We need you to drive SAP Product Support transformation if,

• You are a Team player
• You commit to drive best in class service by acting according to Product Support methodologies and best practices
• You are a passionate learner who's motivated to take on challenges
• You are capable of prioritizing effectively for Customers 'satisfaction sake.

In short, your key attributes to embrace successful attitude should be,

1. Those key words drive your day2day effort

• Execution mindset

• Act with high emotional intelligence and empathy to our internal/external customers
• Easy change adopter

1. Your Work experience includes

• 1-2 years in similar technical support experience or talented fresh starter
• attraction for technical solutions
• Experience or attracted by working in a strong multicultural environment
• Fluent English speaking/writing

1. Your Education is or equals to

• University degree or College diploma program in Computer Science, Business and Technology, or related areas. Equivalent professional experience will be considered
• Knowledge of operating systems (Unix/Windows)

Good knowledge of at least one of the following topics:

• Basic understanding of Object-oriented programming (Java, C++, ABAP, etc.) and programming logic
• Knowledge of Relational Databases (e.g. Oracle, MaxDB, DB2, SQL Server etc.)
• SAP Fiori/UI5
• SAP Products & Solutions (SAP NetWeaver, SAP Business Suite, SAP BusinessObjects, etc.)
• Familiarity with Networking and Connectivity troubleshooting (Proxy, Web Dispatcher, Cloud Environments)
• Familiarity with Web Service
• Familiarity with SOAP Messages

For more information about this role kindly contact Shrijal Keshava at [email protected]