[Hiring] Product Support Specialist @SAP Fioneer

Role Description

As a support engineer you are working closely with customers on issue and problem resolution, issue de-escalation guidance and ticket management and metrics review. This includes root cause analysis, defining proactive measures for avoiding issue recurrence, managing known error databases and quality assurance for identifying error patterns. You will be diligent about ensuring best practice, and pragmatic about ensuring that our customer’s success is maintained. This position typically works under limited supervision and direction. You will regularly exercise discretionary decision-making to shape this role as you see fit.

Key Responsibilities

• Align and build a strong relationship with key stakeholders from product support, engineering, and service delivery as well as across the different divisions of SAP Fioneer.
• Working closely with customers in issue and problem resolution, root cause analysis and troubleshooting.
• Supporting customers with resolution guidance in your area of expertise and deliver consistently high-quality customer experience.
• Working with customers on overall ticket management & metrics including dashboards, reports, presentations, and any supporting documentation.
• Provide customer guidance and training.
• Ensure customer satisfaction and support service continuous improvements.

Qualifications

• Strong problem solving and critical situation handling skills.
• Experience in the financial services environment, ideally with SAP solutions is a plus.
• Knowledge in application or technical components.
• Good communication skills in English.
• Previous experience in support organizations and ticket management.
• Experience with customer and stakeholder management.

Requirements

• Problem Solving - Ability to define & assess a problem, determine the cause, identify, prioritize, and select alternatives/action plans for a solution and drive the resolution.
• Good communication and presentation skills - Ability to clearly articulate topics and provide proper presentations to internal and external stakeholders.
• Industry Knowledge - Expertise knowledge in financial services applications, preferably SAP.
• Team player - Ability to build strong relationships with fellow team members.

Benefits

You will have the opportunity to collaborate with some of the brightest minds in the industry on an incredibly ambitious project to shape the ever-evolving financial sector. This is an environment where you can have it all - the agility, enthusiasm and dynamism of a start-up, combined with the established expertise, solid market presence and extensive customer network of a more established organisation.

At SAP Fioneer, you will benefit from a flexible work environment that encourages creativity and encourages you to think outside the box, bring new ideas to the table, and challenge the status quo. You will become part of a diverse and global team that we are proud of and are constantly growing and reinventing. As an employee, you will have the chance to chart your own career path and take advantage of competitive compensation packages and progression opportunities based on merit.

Join us for a rewarding career where your needs are not just met but exceeded.