Technical support engineer

the primary function of the technical support engineer is to use technical and product expertise to support customers experiencing complex issues on the Ariba applications, the technical support engineer delivers an exceptional customer experience by using knowledge of SQL and Java to troubleshoot and resolve issues; focusing on customer service, including frequent, high quality communication

what will you do

• provide direct technical assistance with customers via phone and email
• own and manage concurrent service requests in a ticketing system
• provide ongoing and timely communication to customers regarding the status of their requests
• troubleshoot customer issues to resolution
• create internal/external content for internal knowledgebase
• collaborate with and develop strong working relationships with cross-functional, global teams
• liaise with customers and product engineering to identify, prioritize, and resolve reported system defects
• provide on-call support during evenings and weekends as required by a rotational schedule
• demonstrate a high level of expertise with product functionality; continue developing core product skill set as new innovations are released
• ensure that emergency situations or business critical issues are resolved in the most timely and effective manner possible

who we are looking for

• bachelor’s degree with a technical discipline of experience in Support, Software Development, IT, or Quality Assurance
• 2 years working with a web-based software solution
• experience working with Spend Management Solutions
• experience in a previous technical support or customer service role
• experience with one or more of the following: knowledge of business processes and transactions such as purchase orders, invoices, catalogs and punch-out catalogs, reconciliation (orders, receipts and invoices), vendor management, contracts, sourcing (requests for quotes/price, auctions)
• exceptional written and oral communication skills; ability to listen and work with customers in real-time
• effectively handle difficult and challenging customer interactions; maintain poise and professionalism on every interaction
• successfully troubleshoot reported issues by gathering symptoms, narrowing down causes, and finding creative workarounds

what we offer

• motivation salary and benefits system
• possibility to get valuable experience and skills at the international company
• multicultural teams
• suitable for candidates with "small" experience
• benefits: fully paid meal vouchers, fitness center, cafeterie, refreshment, ...
• international company with known brand