Senior SAP Customer Support Engineer - Incident Management & Knowledge Development - Artmac Soft LLC
Arkansas City, AR
About the Job
Who we are:
Artmac Soft is a technology consulting and service-oriented IT company dedicated to providing innovative technology solutions and services to the Customers.
Job Description:
Job Title : Senior SAP Customer Support Engineer Incident Management & Knowledge Development
Job Type : C2C
Experience : 9 to 12 years
Location : Arkansas City, AR
Required Skills & Experience:
- Prior experience in SAP support or related roles.
- Knowledge of Knowledge Management practices, such as WIKI content and Knowledge Base article creation.
- Experience in providing real-time chat support or 24x7 customer service.
- Willingness to participate in weekend and 24x7 on-call support when required.
- Excellent diagnostic and technical analysis skills.
- Ability to assess, plan, and troubleshoot while effectively gathering information about customer issues.
- Solid understanding of Internet technologies and general business terms and processes.
- Familiarity with SAP systems, customized entries, and hardware parameters.
- Exceptional English communication skills, both written and verbal.
- Equivalent professional experience will also be considered.
- Ownership: Take ownership of decisions and drive them to completion.
- Accountability: Be accountable for your actions and outcomes.
- Responsibility: Take responsibility for the end results and ensure positive outcomes.
Responsibilities:
- Resolve known errors by utilizing SAP Notes, Knowledge Base articles, and documentation derived from solved customer incidents.
- Verify customized entries or hardware parameters to resolve issues.
- Perform root cause analysis to diagnose and provide solutions.
- Achieve a high level of customer satisfaction by addressing customer issues effectively.
- Attend e-Learning Lessons, Remote Learning Sessions, Classroom Training, and Coaching sessions to continuously enhance your knowledge.
- Share and document solutions through the creation of WIKI entries and Knowledge Base articles.
- Participate in weekend support and 24x7 support activities when needed.
- Report any software errors or product bugs to development teams.
- Engage in Knowledge Management by contributing to WIKI content and Knowledge Base articles.
- Take part in organizational projects that aim to improve efficiency and customer satisfaction.
- Be involved in real-time support (chat) in cooperation with experienced support engineers to resolve issues more efficiently.
Qualification:
- University degree or College diploma in Computer Science, Business and Technology, or related fields.
Source : Artmac Soft LLC
