Solution Support Engineer

Duties and Responsibilities

• Provides inbound application and functional support for all relevant SAP Business Network applications, both internally and externally, by way of chat, webform and phone.
• Solves 80% of issues without escalation.
• Responds to customer inquiries in a timely manner and within service level objectives.
• Successfully documents all requests through the CRM system while adhering to all documented procedures.
• Provides general assistance to other teams within Global procurement teams.
• Conducts all customer interactions in a manner that presents SAP in a positive light.

Requirements

• Bachelor's degree or 2-year Technical school degree preferred.
• Technical aptitude.
• Knowledge in computer hardware and software applications along with experience using the Internet - general understanding of backend systems is useful.
• Minimum of 3 year work experience preferred.
• Customer focus and stress tolerance.
• Superior communication and telephone skills.
• Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
• Strong troubleshooting and problem-solving skills - thinking outside the box to better help customers in real time, but also promote proactive support to help deflect similar issues in future.
• Candidate needs to be passionate about growing within a technical team - working with AI and understanding the tools used day to day.
• Ability to adapt support style to align with the technical capabilities of the customer.
• Previous customer service experience strongly desired.
• Fluency in another foreign language is a plus, but not required.
• Experience or education in working with individuals from diverse cultures preferred.