Support Associate - SAP Signavio

SAP is a leading company that helps the world run better by providing innovative software solutions. The Support Associate role involves troubleshooting and diagnosing customer issues, managing support tickets, and collaborating with international teams to resolve technical problems.ResponsibilitiesYou will troubleshoot and diagnose customer issues, investigating and resolving such issues and promptly responding to the customer which may involve multiple computer environments/platforms and application systemsAssist end users in using the software by providing best-practices and guidelines answering all queries politely and efficiently and providing a timely response and resolutionManage your tickets, which includes adherence to best practices and global process standards, and ensuring you are servicing customers with a Service Excellence mindsetYou will work directly with other international technical support staff, quality assurance, development, and the Account Team to resolve problemsSupport customers via case management and web sessionsIdentify and fix bugs across the Signavio SuiteWrite automated tests to ensure that code quality is maintainedEnsure all work allocated and completed is to the agreed company standards and proceduresWorking with teams such as CSP, ask for collaboration and assistance with technical product issuesContinuous improvement of internal processes and tools to enhance the team’s performance and daily workWorking with development teams to resolve bugs and reduce technical debtSkillsSome experience in Customer Service, ideally in B2B Cloud Software companiesA team player who can work in an international teamExperience with working remotely or with remote colleaguesStrong verbal and written communication skills in English (German for MEE)Understanding with DBMS, web applications, ideally Single-Sign-On technologiesAnalytical thinker who is focused on problem solvingCreate and maintain knowledge articles, understanding KCSBasic understanding of working in Ticket systems (Jira/ServiceNow) and documentation systems (Confluence/SharePoint)Some experience writing web frontends (ideally React)Some experience writing web backends (ideally any Java framework)BenefitsSAP North America BenefitsCompany OverviewSAP provides enterprise application software to various industries, including consumer, discrete manufacturing, public services. It is a sub-organization of Delos Cloud. It was founded in 1972, and is headquartered in Walldorf, Baden-Wurttemberg, DEU, with a workforce of 10001+ employees. Its website is https://www.sap.com.



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