Support Associate - SAP Signavio

SAP is a leading company in business application software, helping over four hundred thousand customers worldwide. They are seeking a Support Associate for SAP Signavio to troubleshoot and resolve customer issues while ensuring service excellence and collaborating with international teams.

Responsibilities

• You 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 systems
• 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
• Manage your tickets, which includes adherence to best practices and global process standards, and ensuring you are servicing customers with a Service Excellence mindset
• You will work directly with other international technical support staff, quality assurance, development, and the Account Team to resolve problems
• Support customers via case management and web sessions
• Ensure all work allocated and completed is to the agreed company standards and procedures
• Working with teams such as CSP, ask for collaboration and assistance with technical product issues
• Continuous improvement of internal processes and tools to enhance the team’s performance and daily work

Skills

• Some experience in Customer Service, ideally in B2B Cloud Software companies
• A team player who can work in an international team
• Experience with working remotely or with remote colleagues
• Strong verbal and written communication skills in English (German for MEE)
• Understanding with DBMS, web applications, ideally Single-Sign-On technologies
• Analytical thinker who is focused on problem solving is a plus
• Create and maintain knowledge articles, understanding KCS is a plus
• Basic understanding of working in Ticket systems (Jira/ServiceNow) and documentation systems (Confluence/SharePoint) is plus

Benefits

• Constant learning
• Skill growth
• Great benefits
• Flexible working models

Company Overview