Solution Support Engineer - SPM

at  SAP

WHAT WE OFFER

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. Apply now!
Sales Performance Management (SPM) is a set of processes and tools used by businesses to automate sales administration operations, such as territory coverage, quota assignments, and incentive compensation management. These automated products accelerate business outcomes by increasing the effectiveness, trust, and motivation of direct and indirect sellers.

MEET YOUR TEAM:

We are currently looking for a new colleague to join the Sales Performance Management area in our SuccessFactors support team at the Global Support Center in Budapest.
Associate Product Support Engineers will work closely with the Global Support Team, customers, and consultants to fully understand the problems to be solves for rapid resolution. This position combines technical acumen with analysis skills to deliver the highest level of problem resolution to SAP SPM customers, consultants, and partners.

In this role, you will be responsible for providing best-in-class support to our SAP SPM (Sales Performance Management) customers. You will assess and address issues faced by our customers, align their expectations, and collaborate closely with your team to ensure customers’ success. In your day-to-day, you will:

• Act as technical point of contact for all customers, consultants and partners requiring support on the usage of SAP SPM products and layered components.
• Provide assistance through different communication channels, such as ticketing system, chat, remote session and e-mail.
• Send first response for all your incoming cases, confirming their business impact and priority, adhering to the corresponding SLAs (Service Level Agreements), and aligning the expectations about next steps and communication.
• Assess, research, and document your troubleshooting advances on all your assigned cases and service requests.
• Act as a lead for Product Support when participating in meetings with customer’s technical personnel once required.
• Act as a key contributor in the creation of documentation for both internal and external use.
• Coordinate with Quality Assurance and Engineering teams to provide assistance in identifying, reporting and resolving product defects.
• Provide on-duty support during weekend, on rotation-basis or when scheduled.