Software Customer Support (3+ years experience required)

Company Overview:
Our client is a Certified SAP Partner operating globally, with offices in the US, Japan, and Vietnam, and a sales presence in Australia, Germany, England, and Singapore. They have developed a powerful master data governance solution on SAP BTP that strengthens master data foundations, enhances operational efficiency, ensures compliance, and drives large-scale innovation. Their solution includes over 90 out-of-the-box S/4HANA data objects and workflows, eliminating the need for slow, complex, and costly customizations.


Key Responsibilities:
1. Identify and clarify technical issues while working collaboratively with customers to achieve prompt resolution.
2. Maintain excellent verbal and written communication skills and a high level of customer service with a focus on first reply resolution.
3. Engage with customers by means of email, customer portal, and chat to manage customer relationships and to ensure successful execution of requests.
4. Develop and update both internal and customer-facing knowledge base documentation.
5. Work closely with other departments to report and resolve technical issues to ensure our product is meeting the needs of the customer.
6. Participate in shift or on-call rotation as needed by the department to ensure all support hours are effectively covered.


Required Qualifications:
-2-3 years of experience in Software Customer Support.
-Fluent in English is a must.
-Strong communication, interpersonal skills, customer empathy and determination to resolve issues.
-Ability to influence others (internal and external stakeholders) through persuasion, negotiation, and consensus building.
-Analytical, data and process-oriented mind-set.
-Demonstrates a desire for continuous learning and self-improvement for the benefit of yourself and your team.
-Enthusiastic and creative in problem solving.
-The ability to quickly learn new applications and technologies.