Product Support Specialist

SAP Fioneer GmbH; India; On-site; INR 500,000 - 800,000; Full time

Job summary

SAP Fioneer GmbH is looking for a Support Engineer in India to work closely with customers on issue resolution and ticket management. Responsibilities include managing customer relationships, troubleshooting problems, ensuring quality customer experiences, and supporting service improvements. The ideal candidate will have strong problem-solving skills, experience in financial services, and good communication abilities. This role demands proactive decision-making and provides opportunities for customer guidance and training.

Qualifications

• Strong problem solving and critical situation handling skills.
• Experience in the financial services environment, ideally with SAP solutions is a plus.
• Knowledge in application or technical components.
• Good communication skills in English.
• Previous experience in support organizations and ticket management.
• Experience with customer and stakeholder management.

Responsibilities

• Align and build a strong relationship with key stakeholders.
• Work closely with customers in issue and problem resolution.
• Support customers with resolution guidance and deliver high-quality experience.
• Manage overall ticket management and metrics.
• Provide customer guidance and training.
• Ensure customer satisfaction and support continuous improvements.

Skills

Problem Solving

Good communication skills

Industry Knowledge

Team player

Job description

About the Role

As a support engineer you are working closely with customers on issue and problem resolution, issue de-escalation guidance and ticket management and metrics review. This includes root cause analysis, defining proactive measures for avoiding issue recurrence, managing known error databases and quality assurance for identifying error patterns.

You will be diligent about ensuring best practice, and pragmatic about ensuring that our customers success is maintained. This position typically works under limited supervision and direction. You will regularly exercise discretionary decision-making to shape this role as you see fit.

Key Responsibilities

• Align and build a strong relationship with key stakeholders from product support, engineering, and service delivery as well as across the different division of SAP Fioneer
• Working closely with customers in issue and problem resolution, root cause analysis and troubleshooting
• Supporting customers with resolution guidance in your area of expertise and deliver consistently high-quality customer experience.
• Working with customer on overall ticket management & metrics including dashboards, reports, presentations, and any supporting documentation
• Provide customer guidance and training.
• Ensure customer satisfaction and support service continuous improvements.

Job Requirements

• Strong problem solving and critical situation handling skills.
• Experience in the financial services environment, ideally with SAP solutions is a plus.
• Knowledge in application or technical components.
• Good communication skills in English.
• Previous experience in support organizations and ticket management.
• Experience with customer and stakeholder management.

Skills

• Problem Solving-Ability to define & assess a problem, determine the cause, identifying, prioritizing, and selecting alternatives/ action plans for a solution and driving the resolution.
• Good communication and presentation skills- Ability to clearly articulate topics and provide proper presentations to internal and external stakeholders.
• Industry Knowledge- Expertise knowledge in financial services applications, preferable SAP.
• Team player- Ability to build strong relationship with follow team members.