Support Specialist

hace 4 semanas

Ciudad de México, Ciudad de México SAP Fioneer A tiempo completo
About Us

SAP Fioneer is a leading provider of software and platforms that enable banks, insurance companies, and challengers to run, transform, and grow cost-efficiently and at scale and speed.

As a global business with 1,000 employees in 22 offices, and over 800 customers across 17 countries, our pioneering spirit is fueled by bold creativity and underpinned by our rock-solid technology.

Your Role

As a Support Engineer, you will work closely with customers on issue and problem resolution, issue de-escalation guidance, and ticket management and metrics review.

This includes root cause analysis, defining proactive measures for avoiding issue recurrence, managing known error databases, and quality assurance for identifying error patterns.

You will be diligent about ensuring best practice and pragmatic about ensuring that our customers' success is maintained.

Your Responsibilities
  1. Align and build a strong relationship with key stakeholders from product support, engineering, and service delivery as well as across the different divisions of SAP Fioneer.
  2. Work closely with customers in issue and problem resolution, root cause analysis, and troubleshooting.
  3. Support customers with resolution guidance in your area of expertise and deliver consistently high-quality customer experience.
  4. Work with customers on overall ticket management & metrics, including dashboards, reports, presentations, and any supporting documentation.
  5. Provide customer guidance and training.
  6. Ensure customer satisfaction and support service continuous improvements.
Requirements
  1. Strong problem-solving and critical situation handling skills.
  2. Experience in the financial services environment, ideally with SAP solutions.
  3. Expert knowledge in application or technical components.
  4. Good communication skills in English.
  5. Previous experience in support organizations and ticket management.
  6. Experience with customer and stakeholder management.
Benefits

We offer a competitive compensation package and countless growth opportunities.

Our flexible working policy allows you to work when and where it's comfortable for you.

Join us and be part of creating the FSI world of tomorrow and enter into a future-proof career.

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