Support Associate Graduate - Bangalore

What we offer

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your contributions, and a variety of benefit options for you to choose from. Apply now!

Key Tasks

The support engineer will be working on the SAP Ariba Supplier Lifecycle and Performance.

Incident Solving;

• Owns and manages concurrent SRs in a ticketing system.
• Provides solutions to technical issues impacting customers’ business processes and their ability to conduct commerce through SAP Ariba applications.
• Adheres to KPIs, especially responsiveness SLAs and productivity goals.
• Reports errors and code defects to development organizations; collaborates to prioritize fixes and validate solutions.
• Maintains personal broad knowledge of product area and deep component expertise.
• Participates in de-escalation plans and situation war rooms to resolve critical product issues impacting customer business operations.
• Collaborates with global support engineers across the product area to drive positive customer outcomes.
• Provides ongoing and timely communication via phone and email to customers regarding the status of their requests.
• Provides on-call support during evenings and weekends as required by a rotational schedule.

Knowledge Transfer;

• Coaches and mentors other Support Engineers to increase their product expertise and productivity.
• Drives the creation of knowledge in the component area of expertise and drives proactive proliferation of knowledge by creating Knowledge Base Articles and wiki documents.

Additional Tasks;

• Maintains and follows a personal development plan by leveraging formal training and knowledge plans.
• All other duties as assigned.

Work Experience

• Degree in Information Technology/Computer Science or similar areas Preferred
• Experience in Support, Software Development or Quality Assurance
• Positive attitude and passion toward Customer support

Experience with one or more of the following

• Writing SQL queries
• Analyzing logs based on error codes
• Reading Java and object-oriented programming
• Reading JSON (JavaScript Object Notation)
• XML, including SOAP and HTML
• Troubleshooting and debugging common web-browsers
• Successfully troubleshoot reported issues by gathering symptoms, narrowing down causes, and finding creative workarounds
• Exceptional written and oral communication skills; ability to listen and work with customers in real-time. Ability to effectively handle challenging customer interactions; maintain poise and professionalism in every interaction
• Proven ability to manage multiple tasks or projects with changing priorities. Thrives in a fast-paced environment and ability to work cross-culturally
• At least 0-3 Years working with an enterprise cloud application preferred

Education

• Bachelor’s or Master’s Degree with a technical discipline or a minimum of 2 years of experience in Support, Software Development, or Quality Assurance