Project information:

• Project: Supporting role required one of the technologies: ABAP, CRM, Salesforce, Sales Cloud.
  
  Focus on support and troubleshooting out of Europe for EU Access
• Location: 100% remotely
• Type of employment: COE or B2B contract
• Project language: English
• Contract length: long-term
• Start date: depending on candidate's availability

Responsibilities:

• Analyse the incident, research solutions and provide solid answers easily understood by customers
• Troubleshooting complex problems and providing the best available solution or workaround within the agreed service levels
• Collaborating with fellow support colleagues both locally and globally and other internal organizations to provide superior customer service
• Document solutions to known issues and consulting questions
• Develop technical solutions to be posted to both internal and external knowledge base
• Liaising with Engineering, Product Management & Operations organisations to resolve bugs and missing product functionality for future releases
• Document issues in a CRM system and defects in our engineering tracking system
• Troubleshoot technical issues, identify root causes, and implement practical solutions, often using debugging tools and scripts
• Provide support to clients and end users, answering their questions regarding product utilization and System settings.
• Provide support to clients and end users by troubleshooting the reported issues and finding a root cause
• Producing internal issue reports with details, reproduction steps and findings to assist development teams in solving the issue.
• If unable to solve an issue, escalate it to the appropriate team while ensuring seamless communication and a swift resolution while maintaining contractual obligations and restrictions such as access to confidential or personal data
• Keep detailed records of issues, solutions provided, and customer interactions, working together with User Assistance Developers when updating user manuals and FAQ's is necessary.
• Provide insights to product management teams about potential product improvements, based on customer interactions and feedback
• Work in coordination with other teams to provide comprehensive client solutions. Provide valuable insights for internal troubleshooting guides and procedures
• Update internal knowledge base about the latest technology trends, product updates, and system modifications to better serve the customers

Requirements:

• Excellent communication and listening skills
• Exceptional customer interaction abilities
• Strong analytical skills with a good aptitude for problem-solving
• Team-oriented mindset
• Ability to collaborate effectively with a global team across multiple time zones.
• Experienced with methods and tools for technical troubleshooting and software support as well as End-to-End Root Cause Analysis
• Translates technical issues and their business impact into relevant communication for internal and external stakeholders.
• Trustworthy, dependable, and delivers on commitments
• Fluency in English, German is a plus
• Working location must be within European Economic Area (EEA) and Switzerland

We offer:

• Employment or B2B contract with good salary
• 100% remote job
• Opportunity to development
• Private medical care and life insurance with ability to buy additional packages (e.g., dental care, senior care, oncology) on preferential terms
• Access to Helpline with possibility to chat with therapists
• Access to Inspiro app with rich audiobooks databaseA
• ccess to our NAIS benefit platform (40+ options available: Netflix, SpotifyMultisport, cinema tickets, etc.)
• Personal and professional development70+ training tracks with certification opportunities (e.g. MS Azure, AWS, Google) on our NEXT training platform
• Platform with free access to Pluralsight, TED TalksCoursera materials and trainings
• Free access to Udemy Business account with ability to use during and outside working hours