Solution Support Engineer (Hybrid - Pittsburg, PA)

Responsibilities

• Provide inbound application and functional support for SAP Business Network applications via chat, webform, and phone
• Resolve customer issues and inquiries while meeting established service level objectives
• Resolve the majority of customer issues without escalation
• Document customer requests and resolutions accurately within the CRM system
• Follow established support procedures and documentation standards
• Provide general support to Global Procurement teams
• Deliver professional customer service and maintain positive customer interactions
• Maintain and meet individual performance and support metrics
• Perform additional support duties as assigned

Qualifications

• Bachelor's degree or 2-year technical school degree preferred
• Minimum of 3 years of work experience
• Technical aptitude with knowledge of computer hardware, software applications, and internet technologies
• General understanding of backend systems
• Strong troubleshooting and problem-solving skills
• Excellent verbal, written, and telephone communication skills
• Strong customer service and interpersonal skills
• Ability to adapt communication style to different customer technical skill levels
• Ability to work collaboratively in a team environment
• Passion for learning and growing within a technical support environment, including working with AI tools
• Ability to work effectively in a fast-paced environment while meeting service level objectives