Associate Solution Support Engineer

Description:

We are looking for enthusiastic, intelligent, adaptable, and motivated applicants to work in our Galway Office. Our Support Engineers work on SuccessFactors leading solutions such as Business Execution (BizX) suite, Employee Central (EC), Learning Management System (LMS). You will assist our customers by troubleshooting issues and providing solutions for reported incidents. A successful candidate will have evidenced strong customer service skills, a technical mindset and an ability to deliver in a fast-paced environment. The role will require flexibility to adapt to tasks, processes and requirements which reflect the global nature of the product support organisation.

Some Responsibilities In This Role
 

• Analysing incidents, researching resolutions and providing robust solutions that are easily understood by our customers.
• Troubleshooting complex problems and provide the best available solution or workaround within the agreed service levels.
• Collaborating with fellow support colleagues both locally and globally and other internal organizations to provide superior customer service and reduce customer effort.
• Document solutions to known issues and consulting questions.
• Develop technical solutions to be posted to both internal and external knowledge base.
• Liaising with Engineering, Product Management & Operations organisations to resolve bugs and missing product functionality for future releases.
• Document issues in a CRM system and defects in our engineering tracking system.
   

At SAP we are known for offering employees the tools and support to develop in their career. Each employee will have a development plan that involves a mixture on-the-job learning and knowledge-based training that will enable to be success in this role.

Education, Core Skills And Competencies
 

• Bachelor’s Degree in Computer Science, Information Technology, Business Information Systems or a business related field.
• Fluency in English to a business standard.
• Familiarity with general IT concepts.
• Solid understanding of Internet technologies.
• Familiarity with general business terms and processes.
• Strong team player and comfortable working on own initiative.
• Strong time management and multi-tasking capabilities.