Netpace Inc ยท 1 month ago
Solution Support Engineer
Pittsburgh, PA
Contract
Hybrid
Mid Level
3+ years expNetpace Inc is a company that specializes in SAP Business Network solutions, and they are seeking a Solution Support Engineer to serve as the primary point of contact for customers. This role involves providing application and functional support for SAP Business Network applications while building and maintaining customer relationships to ensure satisfaction and effective problem resolution.
AnalyticsArtificial Intelligence (AI)ConsultingEnterprise ApplicationsInformation TechnologyMachine Learning
Responsibilities
Provides inbound application and functional support for all relevant SAP Business Network applications, both internally and externally, by way of chat, webform and phone
Resolves 80% of issues without escalation
Respond to customer inquiries in a timely manner and within service level objectives
Successfully documents all requests through the CRM system while adhering to all documented procedures
Provides general assistance to other teams within Global procurement teams
Conducts all customer interactions in a manner that presents SAP in a positive light. Specialists are required to be respectful, fair, gracious and knowledgeable and to uphold the core values established by SAP
Ensures that individual performance meets or exceeds the department standards
All other duties as assigned
Qualification
Required
Bachelor's degree or 2-year Technical school degree preferred
Preferred
Technical aptitude. Knowledge in computer hardware and software applications along with experience using the Internet - general understanding of backend systems is useful
Minimum of 3 year work experience preferred
Customer focus and stress tolerance
Superior communication and telephone skills
Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others
Strong troubleshooting and problem-solving skills - thinking outside the box to better help customers in real time, but also promote proactive support to help deflect similar issues in future
Candidate needs to be passionate about growing within a technical team - working with AI and understanding the tools used day to day
Ability to adapt support style to align with the technical capabilities of the customer
Previous customer service experience strongly desired
Fluency in another foreign language is a plus, but not required
Experience or education in working with individuals from diverse cultures preferred
Company
Netpace Inc
Netpace is a Data-Driven company excelling in AI, IT Consulting and Staffing Solutions.
51-200 employees
H1B Sponsorship
Netpace Inc has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2022 (1)
2020 (2)
Funding
Current Stage
Growth StageCompany data provided by crunchbase