Support Associate - SAP Signavio
SAP is a leading company in business application software, helping over four hundred thousand customers worldwide. They are seeking a Support Associate for SAP Signavio to troubleshoot and resolve customer issues while ensuring service excellence and collaborating with international teams.
Responsibilities
- 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
- 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
Skills
- Some 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 (German for MEE)
- Understanding with DBMS, web applications, ideally Single-Sign-On technologies
- Analytical thinker who is focused on problem solving is a plus
- Create and maintain knowledge articles, understanding KCS is a plus
- Basic understanding of working in Ticket systems (Jira/ServiceNow) and documentation systems (Confluence/SharePoint) is plus
Benefits
- Constant learning
- Skill growth
- Great benefits
- Flexible working models
Company Overview