Sap Signavio Support Associate

2 days ago

Melbourne, Victoria, Australia SAP SE Full time
About the Role

We are seeking a highly skilled and experienced professional to join our team as a Sap Signavio Support Associate. As a key member of our Business Process Intelligence team, you will play a critical role in assisting our customers in navigating their digital transformation and improving their business processes.

Key Responsibilities
  • Issue Resolution: 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 systems.
  • Customer Support: Assist end users in using the software by providing best-practices and guidelines, answering all queries politely and efficiently, and providing a timely response and resolution.
  • Ticket Management: Manage your tickets, which includes adherence to best practices and global process standards, and ensuring you are servicing customers with a Service Excellence mindset.
  • Collaboration and Improvement: Work directly with other international technical support staff, quality assurance, development, and the Account Team to resolve problems, and ensure all work allocated and completed is to the agreed company standards and procedures.
Requirements
  • Experience: Some experience in Customer Service, ideally in B2B Cloud Software companies.
  • Team Player: A team player who can work in an international team.
  • Communication Skills: Strong verbal and written communication skills in English (German for MEE).
  • Technical Skills: Understanding of DBMS, web applications, ideally Single-Sign-On technologies, and analytical thinking skills.
  • Knowledge Management: Create and maintain knowledge articles, understanding KCS is a plus.
  • Ticket Systems: Basic understanding of working in Ticket systems (Jira/Service Now) and documentation systems (Confluence/Share Point) is a plus.
About SAP

SAP is a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. We are a cloud company with two hundred million users and more than one hundred thousand employees worldwide, and we are committed to creating a better and more equitable world.

We believe in unleashing all talent and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We are proud to be an equal opportunity workplace and are an affirmative action employer.

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