JOB DESCRIPTION

Are you enthusiastic about delivering exceptional customer experiences and solving technical challenges? As a Technical Support Engineer, you’ll be a trusted point of contact to support organizations in transforming their business processes with cutting-edge SAP enterprise solutions and thriving through their digital transformation. If you’re eager to contribute to an innovative team, proactively improve customer experience, and grow professionally, we want to hear from you!

JOB DESCRIPTION: TECHNICAL SUPPORT ENGINEER FOR SAP BUSINESS BYDESIGN

Position Overview: (Must be fluent in both French and English) We are seeking an experienced Technical Support Engineer for SAP Business ByDesign. This position is responsible for customer support, which includes answering the Support Hotline and resolving open support tickets. This engineer will gain extensive knowledge in providing customer support for SAP Business ByDesign.

QUALIFICATIONS:

• Education:
• A bachelor’s degree preferred
• Experience:
• Previous experience with SAP Business ByDesign or SAP Business One is a plus.
• One to two years of experience in financial ERP applications.
• One to two years of experience with software customer service & technical support.
• Fluent in both French and English with strong verbal and written communication skills in both languages.
• Location
• Hybrid: Remote with 2 days per week in the corporate offices located in Lehi, Utah.

SKILLS & QUALIFICATIONS

Fluent in French

KEY RESPONSIBILITIES:

• Direct Client Interface
  o Answer calls via the Support Hotline.
  o Provide initial diagnostic and troubleshooting of support tickets and address as appropriate until full resolution.
  o Resolve customer concerns or escalate to other departments for resolution.
  o Handle after-hours emergency customer calls and tickets.
  o Provide additional support during implementation go-lives.

o Serve as a point of contact with specific customers as needed.

• Customer Experience Improvement

o Proactively identify opportunities to improve customer experience.
o Actively share knowledge with others and contribute regularly to the support knowledge base.
o Create training documents and/or recordings for internal and customer use.

o Create and deliver feature preview webinars for new releases as needed.

• Performance Measurements

o Meet customer SLAs as documented in the Maintenance and Support Agreement.
o Achieve a 90% customer satisfaction score or higher.

o Earn an SAP Business ByDesign certification.

• Key Organizational Interfaces

o This position will report directly to the CEO. Support will have direct interaction with account management, professional services, and IT to manage the life cycle of each support ticket.