Associate Support Engineer - SAP Signavio

We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. 

What you’ll do

Your daily work will contain the following, what you will be doing mostly:

Issue Resolution:

• You will troubleshoot and diagnose customer issues, investigating and resolving such issues and promptly responding to the customer which may involve multiple computer environments/platforms and application systems.
• Assist end users in using the software by providing best-practices and guidelines answering all queries politely and efficiently and providing a timely response and resolution.
• Manage your tickets, which includes adherence to best practices and global process standards, and ensuring you are servicing customers with a Service Excellence mindset
• You will work directly with other international technical support staff, quality assurance, development, and the Account Team to resolve problems.
• Support customers via case management and web sessions

Internal Improvement and Collaboration:

• Ensure all work allocated and completed is to the agreed company standards and procedures.
• Working with teams such as CSP, ask for collaboration and assistance with technical product issues.
• Continuous improvement of internal processes and tools to enhance the team’s performance and daily work.

What you bring

• 1-3 years experience in Customer Service, ideally in B2B Cloud Software companies
• A team player who can work in an international team.
• Experience with working remotely or with remote colleagues.
• Strong verbal and written communication skills in English
• Understanding with DBMS (Database Management Services), web applications, ideally Single-Sign-On technologies.
• Analytical thinker who is focused on problem solving
• Create and maintain knowledge articles, understanding KCS (Knowledge-centered Service) is a plus
• Basic understanding of working in Ticket systems (Jira/ServiceNow) and documentation systems (Confluence/SharePoint) is plus
• Technical software …