What are the responsibilities and job description for the Solution Support Engineer position at Netpace Inc?
Hybrid Set up
(2-3 days onsite per week, mostly T-TH, must be local or willing to travel to Pittsburg)
Solution support engineer
The Solution support engineer is the face and voice of SAP Business Network to our customers, building relationships in each interaction. Specialists help our customers maximize the benefits of SAP's solutions to facilitate a global exchange of goods and services in the world's largest business to business trading community. They use their expertise and collaborate with team members and customers across the globe to provide detailed solutions that exceed expectations.
Duties and Responsibilities
(2-3 days onsite per week, mostly T-TH, must be local or willing to travel to Pittsburg)
Solution support engineer
The Solution support engineer is the face and voice of SAP Business Network to our customers, building relationships in each interaction. Specialists help our customers maximize the benefits of SAP's solutions to facilitate a global exchange of goods and services in the world's largest business to business trading community. They use their expertise and collaborate with team members and customers across the globe to provide detailed solutions that exceed expectations.
Duties and Responsibilities
- Provides inbound application and functional support for all relevant SAP Business Network applications, both internally and externally, by way of chat, webform and phone.
- Resolves 80% of issues without escalation.
- Respond to customer inquiries in a timely manner and within service level objectives.
- Successfully documents all requests through the CRM system while adhering to all documented procedures.
- Provides general assistance to other teams within Global procurement teams.
- Conducts all customer interactions in a manner that presents SAP in a positive light. Specialists are required to be respectful, fair, gracious and knowledgeable and to uphold the core values established by SAP.
- Ensures that individual performance meets or exceeds the department standards.
- All other duties as assigned.
- Bachelor's degree or 2-year Technical school degree preferred.
- Technical aptitude. Knowledge in computer hardware and software applications along with experience using the Internet - general understanding of backend systems is useful
- Minimum of 3 year work experience preferred.
- Customer focus and stress tolerance.
- Superior communication and telephone skills.
- Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
- Strong troubleshooting and problem-solving skills - thinking outside the box to better help customers in real time, but also promote proactive support to help deflect similar issues in future
- Candidate needs to be passionate about growing within a technical team - working with AI and understanding the tools used day to day
- Ability to adapt support style to align with the technical capabilities of the customer.
- Previous customer service experience strongly desired.
- Fluency in another foreign language is a plus, but not required
- Experience or education in working with individuals from diverse cultures preferred
