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Posted: Tuesday, February 6, 2018 6:11 PM

Requisition ID:
Work Area: Customer Service and Support
Expected Travel: 0 : 10
Career Status: Professional
Employment Type: Regular Full Time
As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device : SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.
Job Description Overview
The primary function of the Technical Support Engineer is to use technical and product expertise to support customers experiencing complex issues on the SAP Ariba applications.
The Technical Support Engineer delivers anexceptionalcustomer experience by:
:Using knowledge of SQL and Java to troubleshoot and resolve issues
:Focusing on customer service, including frequent, high quality communication
Duties and Responsibilities
:Provide direct technical assistance with customers via phone and email
:Own and manage concurrent Service Requests in a ticketing system
:Provide ongoing and timely communication to customers regarding the status of their requests
:Troubleshoot customer issues to resolution
:Create internal/external content for SAP Ariba's User Community and internal knowledgebase
:Collaborate with and develop strong working relationships with cross:functional, global teams
:Liaise with customers and Product Engineering to identify, prioritize, and resolve reported system defects
:Provide on:call support during evenings and weekends as required by a rotational schedule
:Demonstrate a high level of expertise with product functionality; continue developing core product skill set as new innovations are released
:Ensure that emergency situations or business critical issues are resolved in the most timely and effective manner possible
:All other duties as assigned
:Experience with one or more of the following:
:Writing SQL queries
:Reading Java and object:oriented programming
:Reading JSON (JavaScript Object Notation)
:XML, including SOAP and html
:Fiddler and/or Soap UI applications
:Troubleshooting and debugging common web:browsers
:http and security
:SSO (Single Sign:on) technologies, particularly SAML
:Knowledge of business processes and transactions such as purchase orders, invoices, catalogs and punch:out catalogs, reconciliation (orders, receipts and invoices), vendor management, contracts, sourcing (requests for quotes/price, auctions) and supply chain
:Exceptional written and oral communication skills; ability to listen and work with customers in real:time
:Effectively handle difficult and challenging customer interactions; maintain poise and professionalism on every interaction
:Proven ability to manage multiple tasks or projects with changing priorities
:Successfully troubleshoot reported issues by gathering symptoms, narrowing down causes, and finding creative workarounds
:Thrive in a fast:paced environment
:Ability to work cross:culturally
Preferred Qualifications
:Bachelor's degree with a technical discipline
:2 Years working with a web:based software solution
:Experience working with Spend Management Solutions
:Experience in a previous technical support or customer service role
Basic Qualifications
:Bachelor's Degree with a technical discipline or a minimum of 2 years of experience in Support, Software Development, IT, or Quality Assurance
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


• Location: Pittsburgh

• Post ID: 62468717 pittsburgh is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2018