SuccessFactors Employee Central Support Engineer

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 reproduce 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.

• 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., Successful candidates might be required to undergo a background verification with an external vendor.

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.

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