Technical Support Engineer
- SAP
- 4 - 10 years
- Bengaluru
- 2 months ago
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Job Description
As part of the Business Network for Procurement team, the primary function of the Technical Support Engineer is to use product & technical expertise to support customers experiencing issues on the SAP Ariba applications.
What youll do
The Technical Support Engineer delivers an exceptional customer experience by:
Using knowledge of SQL and Java to troubleshoot and resolve issues
Focusing on customer service, including frequent, high quality communication
Provide direct technical assistance with customers via Service Now[SNOW]
Own and manage concurrent cases in a ticketing system
Provide ongoing and timely communication to customers regarding the status of their issues
Create internal/external content for SAP Ariba s User Community and internal knowledge base
Collaborate and develop strong working relationships with cross-functional, global teams
Liaise with customers and Product Engineering/Management to identify, prioritize, and resolve reported system defects
Provide on-call support during evenings and weekends as required by a rotational schedule
Provide exceptional support to our customers via Chat, Phone and Email
Available to work in rotational shifts All other duties as assigned
What you bring
Mandatory 4-10 years of experience with one or more of the following:
Hands-on experience on SQL
Reading Java and object-oriented programming o XML, IDOC, HTTP, SOAP UI and HTML
Troubleshooting and debugging common web-browser issues
SSO (Single Sign-on) technologies, particularly SAML
Exceptional written and oral communication skills
Effectively handle difficult and challenging customer interactions
Proven ability to manage multiple tasks or projects with changing priorities
Successfully troubleshoot reported issues by gathering symptoms, narrowing down causes, and finding creative workarounds
Ability to work cross-culturally and think out of the box
Prior experience on SAP Ariba application (Preferred)
We are a team of SMEs who are obsessed with delighting our customers at every turn. To achieve this daily, our team members must possess an unrivaled sense of autonomy, ownership and dedication to help each customer experience measurable ROI.
Job Classification
Industry: Software ProductFunctional Area / Department: Customer Success, Service & Operations
Role Category: Voice / Blended
Role: Technical Support - Voice / Blended
Employement Type: Full time
Contact Details:
Company: SAPLocation(s): Bengaluru
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Keyskills: Procurement Ticketing XML HTML Customer service Troubleshooting Technical support Analytics Ariba SQL
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