Customer Support Specialist

3 semanas atrás

São Paulo, São Paulo, Brasil SAP Tempo inteiro

About the Role

We are seeking a highly skilled Customer Support Specialist to join our dynamic team in Sao Paulo, Brazil. As a key member of our global Customer Success organization, you will play a critical role in the company's current and future success by analyzing and enabling our customers to efficiently and effectively use the SAP LeanIX product suite.

Key Responsibilities

  • Provide initial response, operational assistance, and development of software workarounds and/or resolutions.
  • Deliver solutions to both technical and non-technical end users while also supporting a wide range of technologies.
  • Coordinate customer support cases including interaction with other internal groups such as Engineering, Sales and Customer Success.
  • Work closely with the Customer Success Managers (CSM) and Customer Success Engineers (CSE) to maintain visibility and provide consistency to the Customer.
  • Ensure all issues are systematically tracked, escalated, and communicated.
  • Participate in a collaborative team as a support agent, gaining deeper insights into problems and bringing in the customer's voice and insight to enhance the product.
  • Continuously improve the knowledge base and educate team members on improvements.
  • Mature and transparent communication skills towards the customer with deep technical knowledge, but in an understandable way for non-technical contacts.
  • Ability to think outside of the box to come up with creative solutions to fulfill the customers use-case by using and extending our knowledge base.
  • Ability to showcase the potential of the support team to other teams and departments.
  • Ability to take complete ownership of parts of the support process.
  • Serves as a mentor and gives guidance to colleagues and new hires.

Requirements

  • 4+ years of relevant work experience in problem analysis case resolution.
  • Excellent communication and interpersonal skills, capable of building rapport with diverse customer groups.
  • Ability to demonstrate outstanding critical thinking skills and easily build fluid rapport with our customers.
  • Strong written communication in English and Portuguese or Spanish, any additional second language is a plus.
  • Basic technical understanding of Enterprise Architecture methodology, EA related platforms, and SasS related platforms (LeanIX, iServer, ServiceNow, Ardoq).
  • Understanding of Customer Support KPI/Metrics.
  • Coding/Scripting skills (JSON, Python, HTML, GraphQL, SQL, API Endpoint/Editors).
  • SSO authentication integration (SAML Azure, ADFS, Gsuite, Okta).
  • Software/Configuration integration between applications (Service Now, Confluence, Apptio, Intercom, Signavio).
  • Passion for solving technical problems.

About SAP LeanIX

SAP LeanIX empowers organizations with transparency around their as-is IT landscape, enabling them to visualize its interconnections, assess its support of business capabilities, and manage its continuous transformation. LeanIX is now an SAP company and this role will ultimately report into the SAP LeanIX organization. Your application information will therefore be shared across SAP and LeanIX recruiting and hiring teams.

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