Solution Support Engineer - Successfactors Employee Central

Job Description

Solution Support Engineer provides complex technology or functional product and end-to-end solution support to customers. They perform root cause analysis and provide solutions in complex environments for specific fields/areas. Will have to r eproduce customer issues identifying the root cause and interacting with the development team to provide a final solution when required .They are key contributors to, and owners of, the knowledge management process which provides relevant content to customers through self-service offerings that are designed to increase user adoption and satisfaction, while reducing 1:1 support incidents . Will have to Perform weekend support whenever needed. Have to participate in Realtime Support channels like Expert Chat etc. Core tasks include: Deliver Core Customer Support Knowledge Transfer Proactive Support and Incident Prevention Activities What you bring 5-8 years of work experience in SuccessFactors Employee Central Should have excellent knowledge in EC core concepts , Position Management , Time Off , MDF, Global Benefits Should have worked in EC Implementation or Support Good understanding of standard business processes & scenarios. Strong customer focus. High attention to detail in identifying root-cause. Ability to understand customer s business process and able to use that knowledge to anticipate best mode of resolution. Strong analytical skills and ability to apply conceptual thinking. Strong problem resolution, analysis and reporting skills. Strong team player, able to work across a highly matrixed organization. Outstanding task-management and collaborative capabilities. Excellent communication, follow-up and documentation skills. Ability to work with high sense of urgency and proven willingness to commit the additional time and effort on high impact issues. Experience with online communications. Excellent English communication - writing and speaking skills. Meet your team With 6 locations across the world, SAP Product Support has a high performing team of Support Engineers, whose mission is to provide Best in class support experience for our customers By providing end-to end support and services for all SAP cloud solutions, SAP Cloud Support contributes significantly to the success of Cloud Strategy of SAP.