Support Associate

Job Description

Requisition ID: 287616Work Area: Customer Service and SupportExpected Travel: 0 - 10%Career Status: ProfessionalEmployment Type: Regular Full TimeCOMPANY DESCRIPTIONSAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it s the best-run businesses that make the world run better and improve people s lives.SUMMARYSAP Labs India seeks a Support Engineer at our Hyderabad office to work in our Support and Cloud Operation Service teams. Support Engineers will work closely with the customers and consultants to fully understand the problems to be solved for rapid resolution. This position combines technical acumen with refined analysis skills to deliver the highest level of problem resolution to SalesCloud Commissions customers, consultants and partners.THE ROLEAs a Support Engineer your primary responsibilities will be to

• Act as the first point of contact for all Callidus customers, consultants and partners.
• Triage all incoming case requests coming via the web and phone.
• Provide phone, chat, and email assistance to customers, consultants and partners on the usage of Callidus products and layered components, such as data transformation tools and report writing tools.
• Send first response for all incoming cases verifying the severity, next steps, ETA for next communication.
• Research, analyze and troubleshoot to diagnose and resolve technical problems.
• Provide phone assistance to customers who call in for update or escalation on their cases.
• Proactively communicate client status, concerns and issues to appropriate management team.
• Develop and maintain effective relationships with internal and external customers.
• Contribute to SalesCloud Community i.e. responding to product forums and posting knowledge-based articles.
• Update Support case tracking system to provide accurate and current documentation of issues.
• Coordinate with Quality Assurance and Engineering teams to provide assistance in identifying, reporting and resolving product defects.
• Position involves variable hours which will include morning shifts, general shift, afternoon shift, evening shifts, overnight shifts, weekends, and holidays.

ROLE REQUIREMENT

• Major- BE/B-Tech (or equivalent) in any discipline.
• 3-5 years of experience in a customer support environment, SaaS experience a plus.
• Experience in Relational Database (such as Oracle or HANA), building complex queries.
• Experience with Linux and Windows operating systems.
• Should be knowledgeable on Tomcat/Weblogic.
• Should be knowledgeable on SSO/SAML integration.
• Experience in Sales Cloud Commissions (Callidus) is preferable.
• Knowledge on Business Objects 4.x, Crystal/WebI reports is preferable.
• Knowledge on Informatica 9.x, is preferable.
• Understanding of scripting languages like JavaScript, Groovy, Python is preferable
• Experience working with an issue/call tracking tool like Salesforce, NetSuite, Pivotal, etc. is preferable

• Excellent organizational, customer relationship, verbal and written communication skills.
• Highly dependable and professional.
• Excellent problem solving and listening skills.
• Highly motivated, self-starter & positive attitude.

WHAT YOU GET FROM US Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you re searching for a company that s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment apply now.SAPS DIVERSITY COMMITMENT To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com , APJ: Careers.APJ@sap.com , EMEA: Careers@sap.com ).Successful candidates might be required to undergo a background verification with an external vendor.Job Segment: Engineer, ERP, Oracle, Database, Engineering, Technology, Research ,

Keyskills :
technical supportcustomer relationsproblem solvingcustomer supportquality assurancesupport engineersenterprise softwaredata transformationapplication softwarecustomer relationshipautomotive locksmithing