SAP IS RECRUITING CANDIDATES FOR THE POST OF SUPPORT ENGINEER (CUSTOMER SUPPORT)
JOB DETAILS
COMPANY : SAP
ROLE : SUPPORT ENGINEER (CUSTOMERBSUPPORT)
SALARY : NOT DISCLOSED
LOCATION : HYDERABAD
EDUCATION :
EXPERIENCE : 1 - YEAR
ABOUT COMPANY
SAP SE German pronunciation: is a German multinational software company based in Walldorf, Baden-Württemberg. It develops enterprise software to manage business operations and customer relations. The company is the world's leading enterprise resource planning (ERP) software vendor. SAP is the largest non-American software company by revenue, the world's third-largest publicly traded software company by revenue, and the second largest German company by market capitalization. Apart from ERP software the company also sells database software and technology (particularly its own brands), cloud engineered systems, and other ERP software products
ABOUT JOB
The Support Engineer is accountable for troubleshooting & driving the resolution of product issues while engaging with all levels in the Support & Operations teams and ensuring consistent and up-to-date communication with customers.
RESPONSIBILITIES
• Provide phone, email and chat assistance to customers, consultants and partners on the usage of Litmos products
• Analyze configurations, application and system log files to determine the cause of issue.
• Work closely with peers globally to ensure issue resolution in line with SLAs.
• Maintain accountability for an issue until the same is resolved.
• Provide a quick solution for already known & documented issues.
• Logically work through problems to determine their cause and how they can be resolved.
• Report errors/bugs to Development.
• Provide consulting for customers on procedural issues and queries.
• Share knowledge & best practices with the team.
• Delivery of valuable content for Product Support Knowledge Base.
• Contribute to Technical Knowledge Database.
• Give an accurate daily handover of all business-critical occurrences to peers in other locations across the globe.
• Proactively communicate client status, concerns and issues to appropriate management team
• Participate in weekend support coverage as per roster planned globally.
• Continually develop expertise on new releases and product as demanded by business environment.
• Able to work shifts - Morning, Afternoon or Night in a 24/7 Support system
REQUIRED QUALIFICATIONS & SKILLS :
• Engineering Bachelor’s degree or Masters in Science (Physics & Mathematics) or Bachelor’s degree in any discipline complemented by equivalent work experience.
• At least 1 year of experience in a customer support environment, SaaS experience a plus
• Excellent English communication - writing and speaking skills.
PREFERRED QUALIFICATIONS & SKILS
• Working knowledge of of HTML, CSS, JS (Vanilla or jQuery) and REST-based API.
• Working knowledge/hands-on experience on SSO and SAML concepts.
• Awareness about cloud system architecture and SaaS environment
• A good understanding of SQL.
• Experience with any of our Connected Apps is a plus; http://www.litmos.com/marketplace/connected-apps/.
• High attention to detail in identifying root-cause.
• Strong analytical & logical skills.
• Strong problem resolution, analysis and documentation skills.
• Outstanding ability to manage & prioritize own workload/tasks.
• Excellent communication, collaboration skills.
• Working knowledge of Service Management ticketing systems
