Solution Support Engineer
Meet your team
Solution Support Engineers are providing end-2-end solution support to customers. They perform root cause analysis and provide solutions in complex environments for specific fields/areas of SAP product. They are key contributors to,and owners of, the knowledge management process which provides relevantcontent to customers through self-service offerings that are designed to increase user adoption and satisfaction, while reducing 1:1 support incident.
Core tasks include:
61 Deliver Core Customer Support
61 Knowledge building and transferring
61 Proactive Support and Incident Prevention Activities
What you’ll do
Customer Incident solving
61 Act as owner of customer cases from the beginning to the end.
61 Communicate with customers to understand issues.
61 Resolve known errors by means of SAP Notes, Knowledge Base Articles, info docs derived from solved customer incidents, documentation, WIKI or verifying customized entries or hardware parameters.
61 Investigate new errors by reproducing issue and make system function
analysis.
Ensure customer satisfaction
61 Provide end users and customers with a technology driven, industry-leading support experience.
Collaboration and Network
61 Maintain strong working relationships with cross-functional teams within SAP.
61 Collaborate with Support Architects and Development teams to solve customer issues.
Contribute to Knowledge Management
61 Create knowledge documents, tools and processes to support our
customers, and to help colleagues prevent future issues (WIKI content,
Knowledge Base Articles, Guided Answers, …).
Continuous Learning
61 Stay curious and open to new experiences, while learning through daily tasks and targeted trainings.
61 Be actively on the forefront of industry technical and functional knowledge.
What you bring
Technical Skills:
61 At least 2 years working experience in Technical Support or similar Customer Service area.
61 Technical skills (debugging, tracing, verifying complex customizing).
61 Basic to professional skills with SQL
61 Skills with one programming language (such as ABAP, JAVA, . NET) is a plus.
Language
61 Japanese: Fluent
61 English: Fluent
61 Chinese: Native
61 Additional Asian language is a plus.
Education
Bachelor or Master Degree in Computer Science, Engineering or equivalent work experience in related field is preferred