Distinguished Customer Support Specialist
6 days ago
About the Opportunity
SAP is a leader in enterprise software solutions, helping thousands of customers worldwide to run their businesses more efficiently and effectively.
We are currently seeking an experienced Distinguished Customer Support Specialist to join our team. This role will be responsible for providing exceptional support to our customers, ensuring that their critical incidents are resolved promptly and efficiently.
The Job Description
The successful candidate will have a strong background in customer support, with experience in managing complex technical issues. They will be able to communicate effectively with customers, both verbally and in writing, and possess excellent problem-solving skills.
Key Responsibilities:
- Provide timely and effective support to customers experiencing critical incidents
- Manage multiple customer cases simultaneously, prioritizing tasks and resources to ensure prompt resolution
- Collaborate with cross-functional teams, including engineering and product management, to resolve complex technical issues
- Communicate effectively with customers, documenting all interactions and providing regular updates on the status of their cases
- Analyze customer feedback and use insights to improve support processes and procedures
What We Offer
In addition to a competitive salary of $120,000 - $150,000 per annum, we offer a comprehensive benefits package, including health insurance, retirement savings plan, and generous paid time off.
Requirements
- 5-7 years of experience in customer support or a related field
- Strong technical skills, with experience in troubleshooting and resolving complex technical issues
- Excellent communication and interpersonal skills, with the ability to work effectively with customers and internal stakeholders
- Bachelor's degree in Computer Science, Engineering, or a related field
Location
This role is based in Shanghai or Dalian, China, and requires occasional travel to client sites. We offer a highly collaborative and dynamic work environment, with opportunities for professional growth and development.
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