Solution Support Engineer
Solution Support Engineer
SAP (BENGALURU, KARNATAKA, India )
Latest job opening in SAP for Solution Support Engineer .Support engineers, also referred to as technical support engineers, work for companies to offer IT support to clients through helpdesk software, emails, and phone calls. Their responsibilities encompass aiding clients with account setup and application installation, diagnosing and fixing technical issues, and configuring networks.
We are seeking a committed support engineer to make sure that the technical questions of our clients are promptly and satisfactorily addressed. Your responsibilities in this position will include helping clients install applications, answering questions using our desktop support tools, and reporting critical problems to the software development team.
Skills set Required for this Job :
- Win customer loyalty by creating memorable experiences for customers.
- Responsible to deliver ‘customer-centric service experience’ to our customers during every interaction.
- Develop and maintain strong functional and technical product knowledge.
- Work with our APAC, EMEA or AMER based customers in resolving their queries, issues related to SAP Concur Product.
- Resolve customer issues with transparency and urgency.
- Maintain ownership of the issue, manage client expectations & drive deliverables.
- Provide regular updates on case statuses and escalate issues while maintaining the customer experience.
- Create availability in daily schedule for customer calls.
- Improve existing articles or create new articles for the Knowledge-Cantered Service (KCS) knowledge base.
- Participate in (or drive, as requested) minor projects or initiatives.
- Responsible to make a human connection, demonstrate empathy and stay engaged until the customer query or issue is resolved.
- Explore opportunities to refine process practices and embrace change needed to achieve organizational goals.
- Conduct all external facing communication in a professional manner, and to a high level of customer service.
- Reinforcing a positive team culture by building and sharing knowledge, assisting others, and collaborating.
- Work effectively with peers, other departments, and management from different time zone to ensure customer needs or queries are handled effectively.
Job Responsibilities
- Bachelor’s degree or equivalent
- External customer facing experience preferred
- Technical background with understanding of SQL preferred
- 0 to 3 years of experience in troubleshooting software / hardware / product / process / tool issues is preferred
- Ability to articulate a message to all levels of an organization (written, verbal, and presentation skills (English)
- Ability to express thought clearly & professionally for fluent customer interaction ( English )
- Display passion for & responsibility to the customer, business & team
- Ability to work in a diverse cultural environment and be agile for change
- Research based learning oriented, analytical mindset for expert problem solving
- Task based, process driven approach to achieving objectives
- Schedule flexibility working on the weekdays & weekends
- Ability to communicate in a foreign language is highly preferred
- Preferable experience with SAP Concur products or on similar SaaS / Cloud products
- Schedule flexibility working on the weekends and working in any shifts.
- Preferable experience and knowledge in SQL, Python or any programming language for automation.
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What are the important dates & deadlines?
Application Deadline
Although they did not provide a deadline for application submission, attempt to apply as soon as you can to gain priority.
Additional Information
Job Location(s)
BENGALURU, KARNATAKA, India
Experience
0 to 3 years
Salary
Best in industry
Job Type/Timing
Job Type: In Office Job Timing: Full Time
