Product Support Specialist

Há 2 dias

Porto Alegre, Rio Grande do Sul, Brasil beBeeTechnical Tempo inteiro R$64.000 - R$89.000
Procurement Product Support Specialist

This role involves providing exceptional support to clients utilizing the SAP Ariba Supplier Management solution as part of a dedicated IWSI Support team.


Key Responsibilities:
  • Effectively resolve complex software issues related to SAP Ariba IWSI solutions in a timely manner.
  • Deliver outstanding customer service and communication, resulting in an exceptional user experience.
  • Utilize expertise in Java, XML, and SQL to drive issue resolutions.

Key Tasks:
  1. CASE MANAGEMENT:
  • Manage and own concurrent cases within a ticketing system.
RESOLUTION OF TECHNICAL ISSUES:
  • Provide solutions to technical issues impacting customers' business processes and their ability to conduct commerce using the SAP Ariba Supplier Management solution.
  • Adhere to key performance indicators (KPIs), particularly responsiveness service level agreements (SLAs) and productivity goals.
  • Report errors and code corrections to development organizations; collaborate to prioritize fixes and validate solutions.
KNOWLEDGE TRANSFER:
  • Coach and mentor other Solution Support Engineers to enhance their product expertise and productivity.
  • Create Knowledge Base Articles (KBAs) to drive creation of knowledge in component areas of expertise.

Requirements:
  • Bachelor's or Master's Degree in a technical discipline or a minimum of 1 year of experience in Support, Software Development, IT, or Quality Assurance.
  • Experience with one or more of the following: writing SQL queries, reading Java and object-oriented programming, reading JSON, XML, troubleshooting and debugging common web-browsers, HTTP and security, SSO technologies, business processes, and transactions.
  • Exceptional written and oral communication skills; ability to listen and work with customers in real-time.
  • Ability to effectively handle difficult and challenging customer interactions; maintain poise and professionalism on every interaction.
  • Proven ability to manage multiple tasks or projects with changing priorities.

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