Short Description
SAP is hiring a Support Engineer who can Monitor and address all escalations from your Platinum customers to yourself or the escalation email group.Job Description
- Monitor and address all escalations from your Platinum customers to yourself or the escalation email group(s)
- Aim to provide a consistent level of mentoring and resolution assistance to the Service Desk team
- Action escalation requests according to time zone priority
- Update the Customer Success Manager on a weekly basis Work with the Customer Success Manager to identify any training needs that may become apparent for the Priority team analysts in Service Desk
- Research and document issues at a much deeper level than basic resolution and providing detailed data on the issue and its resolution-to both customers and sales teams
- Address any warm issues that have the potential to turn into hot escalations with high visibility
- One-on-one mentoring and/or technical knowledge transfer to the Service Desk team will be required on an on-going basis
- Use SLA timescales to assess overdue tickets and to work with the Service Desk team to resolve or to resolve yourself where urgency is needed
- Report on tickets worked on a daily basis to the Customer Success Manager using a simple format and highlighting areas that need further attention
- Always keep sales execs and customers up to date for owned tickets
- Covering secondary Platinum accounts for colleagues during their absence Assist with drafting incident reports following any high-profile outage or customer impacting error
- MSc/MBA in IT related discipline and equivalent technical and customer relationship experience
- A minimum of 3 years of experience in a technical support position preferably with a telecom-related company
- Proficiency with PC workstations, basic software, and applications
- Intermediate knowledge of telecommunications, networking, and Internet Protocol essentials
- Solid knowledge of network access, server functionality & troubleshooting
- The user experience of Windows and Linux Operating Systems
- Working knowledge of mobile devices and web protocols (SMPP, HTTP, etc)
- Working knowledge of SQL
- Experience with UNIX/Linux command line interface (shell)
- You will have excellent (English language) communication skills written and spoken
- Self-motivated individual; able to work independently
- Proven ability to meet tight deadlines and take on multiple assignments
- Exposure to Self Service portals an advantage
- Exposure to SAP CRM or a customer support ticketing system an advantage
- Exposure to business intelligence / big data reporting tools (e.g. Business Objects) ITIL foundation certification an advantage
Support Engineer